Ep 90 : Jon Picoult on Principles of Great Customer Experience - Turning Customers into Fans
'If you\u2019re aspiring to satisfy your customers, then you are aspiring to mediocrity\u201d Why do you say so? \u2022
\n"A great customer experience as being like a beautifully choreographed performance, complete with \u201constage\u201d and \u201cbackstage\u201d components." Tell us more about that.
\nAre the terms \u2018customer service\u2019 and \u2018customer experience\u2019 interchangeable?
\nOne of your 12 Principles of Great Customer Experience is about making things \u201ceffortless\u201d for customers. What are some ways that businesses can accomplish that ?
\nThe most efficient customer experience isn\u2019t necessarily the most engaging customer experience. What do you mean by that?
\nJon answers the above questions and many more as he conducts a masterclass on how to convert customers into lifelong fans. Jon Picoult is the founder of Watermark Consulting and a leading expert in customer and employee experience. He has advised C-Suite leaders at some of the world\u2019s foremost brands, helping companies capitalize on the power of loyalty \u2013 both in the marketplace and in the workplace.
\nJon earned his bachelor\u2019s degree in Cognitive Science at Princeton and holds an M.B.A. from Duke. Jon is an author of an amazing book, \u201cFrom Impressed To Obsessed: 12 Principles For Turning Customers and Employees Into Lifelong Fans.\u201d
\nJon Picoult website: www.jonpicoult.com
\nJon's Book website: www.impressed2obsessed.com
\nWatermark Consulting Customer Experience ROI Study: www.watermarkconsult.net/cx-roi
\nThe Worst Customer Service Telephone Greeting\u2026 Ever!: https://youtu.be/fQmBDsqVPCY
\nJon Picoult on Twitter: www.twitter.com/jonpicoult
\nJon Picoult on Instagram: www.instagram.com/jonpicoult
\nJagged with Jasravee is facilitated by Jasravee Kaur Chandra, Director- Brand Building, Research & Innovation at Master Sun, Consulting Brand of Adiva L Pvt. Ltd. Jasravee has over 20 years experience as a Strategic Brand Builder,Communications Leader and Entrepreneur.
\nPlease visit Jasravee at https://jasravee.com/
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\nEmail Jasravee at jasravee@theadiva.com
\nIndex
\n00:00 Preview & Introduction to Jon
\n02:27 Focusing on Customer Satisfaction is Not Enough
\n07:23 Definition of Customer Experience
\n09:45 Difference Between Customer Experience Vs Customer Service
\n13:20 Great Customer Experience - True Value or ROI
\n15:42 Correlation Between Customer Experience & Shareholder Return
\n18:47 Principle of Customer Experience - Keeping It Simple
\n24:48 Cognitive Effort Reduction - Overload of Choice American Retirement Plan Example
\n27:54 Cognitive Effort Reduction - Worst Customer Service Telephone Greeting
\n31:59 Efficient vs Engaging Experience - Starbucks Turnaround Example
\n39:09 Being Relevant for Customers- Brand Vision Translating Into Operations
\n41:50 Principle of Giving the Perception of Control - Red Cross Example
\n49:00 Principle of Delivering Pleasant Surprises
\n54:19 Rapid Fire - Personally Speaking with Jon
\n56:37 Connect with Jon
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