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Listen "Ep 90 : Jon Picoult on Principles of Great Customer Experience - Turning Customers into Fans"
Episode Synopsis
'If you’re aspiring to satisfy your customers, then you are aspiring to mediocrity” Why do you say so? •
"A great customer experience as being like a beautifully choreographed performance, complete with “onstage” and “backstage” components." Tell us more about that.
Are the terms ‘customer service’ and ‘customer experience’ interchangeable?
One of your 12 Principles of Great Customer Experience is about making things “effortless” for customers. What are some ways that businesses can accomplish that ?
The most efficient customer experience isn’t necessarily the most engaging customer experience. What do you mean by that?
Jon 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’s foremost brands, helping companies capitalize on the power of loyalty – both in the marketplace and in the workplace.
Jon earned his bachelor’s degree in Cognitive Science at Princeton and holds an M.B.A. from Duke. Jon is an author of an amazing book, “From Impressed To Obsessed: 12 Principles For Turning Customers and Employees Into Lifelong Fans.”
Jon Picoult website: www.jonpicoult.com
Jon's Book website: www.impressed2obsessed.com
Watermark Consulting Customer Experience ROI Study: www.watermarkconsult.net/cx-roi
The Worst Customer Service Telephone Greeting… Ever!: https://youtu.be/fQmBDsqVPCY
Jon Picoult on Twitter: www.twitter.com/jonpicoult
Jon Picoult on Instagram: www.instagram.com/jonpicoult
Jagged 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.
Please visit Jasravee at https://jasravee.com/
Connect with Jasravee on Linkedin at https://www.linkedin.com/in/jasravee/
Email Jasravee at [email protected]
Index
00:00 Preview & Introduction to Jon
02:27 Focusing on Customer Satisfaction is Not Enough
07:23 Definition of Customer Experience
09:45 Difference Between Customer Experience Vs Customer Service
13:20 Great Customer Experience - True Value or ROI
15:42 Correlation Between Customer Experience & Shareholder Return
18:47 Principle of Customer Experience - Keeping It Simple
24:48 Cognitive Effort Reduction - Overload of Choice American Retirement Plan Example
27:54 Cognitive Effort Reduction - Worst Customer Service Telephone Greeting
31:59 Efficient vs Engaging Experience - Starbucks Turnaround Example
39:09 Being Relevant for Customers- Brand Vision Translating Into Operations
41:50 Principle of Giving the Perception of Control - Red Cross Example
49:00 Principle of Delivering Pleasant Surprises
54:19 Rapid Fire - Personally Speaking with Jon
56:37 Connect with Jon
Follow Jagged with Jasravee on Social Media
Campsite One Link : https://campsite.bio/jaggedwithjasravee
Facebook Page : https://www.facebook.com/jaggedwithjasravee
Instagram : https://www.instagram.com/jagggedwithjasravee/
Podcast Page : https://anchor.fm/jagged-with-jasravee
Youtube Page : https://www.youtube.com/c/jaggedwithjasravee
Jagged with Jasravee, is an initiative of Master Sun, the Consulting Brand of Adiva Lifestyle Pvt Ltd.
Website : https://jasravee.com/
"A great customer experience as being like a beautifully choreographed performance, complete with “onstage” and “backstage” components." Tell us more about that.
Are the terms ‘customer service’ and ‘customer experience’ interchangeable?
One of your 12 Principles of Great Customer Experience is about making things “effortless” for customers. What are some ways that businesses can accomplish that ?
The most efficient customer experience isn’t necessarily the most engaging customer experience. What do you mean by that?
Jon 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’s foremost brands, helping companies capitalize on the power of loyalty – both in the marketplace and in the workplace.
Jon earned his bachelor’s degree in Cognitive Science at Princeton and holds an M.B.A. from Duke. Jon is an author of an amazing book, “From Impressed To Obsessed: 12 Principles For Turning Customers and Employees Into Lifelong Fans.”
Jon Picoult website: www.jonpicoult.com
Jon's Book website: www.impressed2obsessed.com
Watermark Consulting Customer Experience ROI Study: www.watermarkconsult.net/cx-roi
The Worst Customer Service Telephone Greeting… Ever!: https://youtu.be/fQmBDsqVPCY
Jon Picoult on Twitter: www.twitter.com/jonpicoult
Jon Picoult on Instagram: www.instagram.com/jonpicoult
Jagged 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.
Please visit Jasravee at https://jasravee.com/
Connect with Jasravee on Linkedin at https://www.linkedin.com/in/jasravee/
Email Jasravee at [email protected]
Index
00:00 Preview & Introduction to Jon
02:27 Focusing on Customer Satisfaction is Not Enough
07:23 Definition of Customer Experience
09:45 Difference Between Customer Experience Vs Customer Service
13:20 Great Customer Experience - True Value or ROI
15:42 Correlation Between Customer Experience & Shareholder Return
18:47 Principle of Customer Experience - Keeping It Simple
24:48 Cognitive Effort Reduction - Overload of Choice American Retirement Plan Example
27:54 Cognitive Effort Reduction - Worst Customer Service Telephone Greeting
31:59 Efficient vs Engaging Experience - Starbucks Turnaround Example
39:09 Being Relevant for Customers- Brand Vision Translating Into Operations
41:50 Principle of Giving the Perception of Control - Red Cross Example
49:00 Principle of Delivering Pleasant Surprises
54:19 Rapid Fire - Personally Speaking with Jon
56:37 Connect with Jon
Follow Jagged with Jasravee on Social Media
Campsite One Link : https://campsite.bio/jaggedwithjasravee
Facebook Page : https://www.facebook.com/jaggedwithjasravee
Instagram : https://www.instagram.com/jagggedwithjasravee/
Podcast Page : https://anchor.fm/jagged-with-jasravee
Youtube Page : https://www.youtube.com/c/jaggedwithjasravee
Jagged with Jasravee, is an initiative of Master Sun, the Consulting Brand of Adiva Lifestyle Pvt Ltd.
Website : https://jasravee.com/
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