Book Keynote Speaker Jon Picoult through The Keynote Curators.
Jon Picoult is masterful at helping companies impress their customers and inspire their employees — creating raving fans that drive business growth. He is the founder of Watermark Consulting and a noted authority on customer and employee experience.
From Fortune 500 CEOs to budding entrepreneurs, Jon has advised business leaders worldwide on how to cultivate loyalty in both the marketplace and the workplace – not just by shaping people’s experiences, but also by sculpting their memories.
Using captivating stories and eye-opening studies, he explains the breakthrough, psychology-based strategies that great, admired companies use to turn everyday people into lifelong fans. Jon leaves audiences enlightened and energized to apply those same techniques in their roles and organizations.
Jon’s insights have been featured by dozens of media outlets, including The Wall Street Journal, The New York Times, Harvard Business Review, Inc., Fortune and Forbes. His landmark study on the ROI of customer experience is one of the most widely cited pieces of research in the industry, referenced by firms such as McKinsey, Deloitte, Accenture, Forrester, SAP, and Oracle.
Jon is also the author of the Amazon bestseller, From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans, which was featured in The Wall Street Journal as a top reading pick.
Currently the Founder & Principal of Watermark Consulting, Jon previously held senior executive roles at Fortune 100 firms – heading up service, operations, distribution, technology, sales, and marketing. Early in his career, at the age of 29, Jon earned the distinction of becoming the youngest executive officer in the over 150-year history of a global financial services firm with $500 billion in assets under management.
Jon received his bachelor’s degree in Cognitive Science from Princeton University and his M.B.A. in General Management from Duke University.
Why Book Jon Picoult?
· A new and refreshing perspective. Instead of touting well-worn sales and service platitudes, Jon shares fascinating science-based techniques for enhancing how people perceive and remember their interactions with a business, thereby fueling brand loyalty and business growth.
· A recognized thought leader. Jon’s insights have been featured by dozens of media outlets, including The Wall Street Journal, The New York Times, USA Today, The Economist, Inc., Fortune, Harvard Business Review, NBC News, and Forbes.com (where he’s a regular contributor).
· A trusted advisor to the C-suite. Jon has personally advised the C-suite at some of the world’s top companies, collectively representing over a million employees and more than $850 billion in annual revenue.
If you’re aspiring to satisfy your customers, then you’re aspiring to mediocrity. That’s the fascinating premise behind this keynote, and it will fundamentally change how you think about creating a successful, beloved business.
Jon explains why building customer loyalty requires not just satisfying customers, but impressing them – forging indelible memories which drive the repurchase and referral behavior that is the lifeblood of any thriving business. With fascinating case studies and engaging stories, he reveals the 12 proven, science-based principles that legendary companies use to create truly impressive brand experiences – the kind that turn more sales prospects into customers, and more customers into lifelong fans.
Whether you serve external or internal customers, you’ll emerge from this program with specific, actionable ideas for turning your organization’s customer experience into its greatest competitive advantage.
A great customer experience is like a beautifully choregraphed performance. As with any performance, an important part of this one involves what goes on backstage – in the work environment and with the leaders who shape it.
In this insightful keynote, Jon highlights the parallels between how great companies cultivate engagement with customers, and how great leaders accomplish the same with their workforce. He explains how leaders, via their own personal behaviors and the workplace constructs they create, have an unparalleled opportunity to encourage customer-focused behaviors throughout their organizations.
Lots of companies fly the “easy to do business with” banner. Few ever actually fulfill that promise, as most consumers can attest. In this fascinating talk, Jon reveals how great companies make it not just easy – but completely effortless – for people to do business with them.
Using eye-opening statistics and amusing real-world examples, Jon explains why an effortless customer experience is such a rare and powerful competitive differentiator. In addition, for versions of this keynote geared towards leadership audiences, he explains how to eradicate distracting, unproductive effort from the workplace, so employees can keep their focus where it belongs – on their customers.
The key to delivering a great customer experience? It’s all in your head! That’s because creating a great impression on customers isn’t just about shaping their experiences, it’s about shaping their memories.
In this fascinating program, Jon describes how great companies capitalize on cognitive science to influence how customers perceive and remember their experiences, driving the repurchase and referral behavior that’s at the heart of any successful business. From improving sales close rates to building positive word-of-mouth to enhancing employee engagement – you’ll find the principles outlined in this program to be invaluable.
In 2008-09, during the height of the Great Recession, Hyundai Motors increased its market share by a remarkable 40%. Starbucks lost half its market value during that same economic downturn, yet emerged stronger from the recession, outperforming the S&P 500 by more than six-fold.
Just a few years after the Covid-19 pandemic’s Great Cessation decimated the air travel industry, Delta Airlines bounced back strong, delivering a shareholder return that was more than twice that of its peer group.
These are just three examples of companies that skillfully leveraged Customer Experience strategic principles to not just survive a period of crisis, but to thrive in the aftermath. In this fascinating and timely program, Jon reveals the techniques that smart companies use to strengthen customer loyalty during even the most challenging times.
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