Jon Picoult
Jon Picoult
As Founder of Watermark Consulting, Jon Picoult helps companies impress customers and inspire employees. An acclaimed keynote speaker, Jon’s been featured by dozens of media outlets, including The Wall St Journal and The New York Times. He’s worked with some of the world’s foremost brands, personally advising CEOs and executive teams.Learn more at www.watermarkconsult.net or follow Jon on Twitter.
A Revelation From Ryanair: Service Might Actually Matter
The company that pioneered ultra-low cost, no-hospitality air travel is encountering some turbulence with its strategy. For years, Ireland's Ryanair has prided itself on being...
The Chicken and Egg of Employee Engagement
Are happy, engaged employees a driver of business success, or merely a consequence of it? Lots of studies have identified a link between employee engagement...
We Want Your Feedback (Well, Not Really
There are plenty of companies that don't take the time to solicit feedback from their customers. And that's bad. But what is perhaps even...
The Watermark Consulting 2013 Customer Experience ROI Study
What's a great, differentiated customer experience really worth to a company? It's a question that seems to vex lots of business executives – many of...
Finally! An Airline Brings Some Humanity To Air Travel
Earlier this month, a major U.S. airline did the unthinkable – it actually showed some heart. Even more surprising: this glimmer of hope, in...
You Can’t Advertise Your Way to a Great Customer Experience
What would it take to convince consumers that your business delivers a great customer experience? For Microsoft, the answer appears to be $1.5...
The Best Customer Service Story of 2013
With 2013 less than a month old, I realize it's a bit early to come out with the "best" awards. But when I...
Goals Gone Wild
The goals you set for your organization might be sabotaging the very success that you're trying to cultivate. That's the message from Professors Maurice E....
What’s The First Thing Your New Employees Hear?
I've written in the past about the importance of new employee onboarding and how it can shape people's earliest impressions about a work environment...
Why Customer “Relationships” Are Overrated
If you're trying to build a relationship with your customers, you might be starting off on the wrong foot. That's the takeaway from a new...
An Airline Gets On Board With Simplicity
Delta Airlines has done something novel. They've rolled out a boarding pass travelers can actually understand. The airline boarding pass is one of those...
Customer Segmentation Comes to
Few people associate hospital emergency rooms with customer experience excellence. But some hospitals are working to change that. If there's something consumers associate...
Perhaps The Worst HR Idea Ever: Employee Term Limits
A new Atlantic City casino has announced that it will set "term limits" for its front-line staff (read NPR's coverage here). When your...
The ROI of a Great Customer Experience
What does a company get by investing in a high-quality customer experience? That was the central question behind Watermark Consulting's very first Customer Experience Stock...
The #1 Risk Facing Businesses Today
The biggest risk facing businesses today is also one of the most manageable. That's my conclusion after reading Lloyd's of London's newly released 2011 Risk...
Twas The Night Before Earnings Release
Outrageous service fees. Rude staff. Unintelligible correspondence. What would Santa say to all those businesses that are naughty to their customers? With...
Sticker Shock: Customer Experience Customization Gone Wrong
In their quest to deliver a warm, personalized customer experience, some companies cut corners and end up tarnishing their brand instead of enhancing it. …
Why Your Net Promoter Program Is Failing
Has the Ultimate Question turned into the Ultimate Letdown for you? Lots of businesses, large and small, have jumped on the Net Promoter Score (NPS)...
The Top Ten Ways To Spook Your Customers
What are you afraid of this Halloween? That your customers might disappear like ghosts? That your competitors might pick them off like vultures? That...
The Half-Life Of Customer Feedback
Do you remember what you ate for lunch a week ago? Probably not. Yet many businesses seem to think that consumers have such incredible...