827: Jon Picoult – Customer Experience vs. Customer Memory

The Self-Employed Life

Excellent, even exceptional, customer service isn’t enough today…because it’s what your customers expect. So how do you go beyond impressing your customers with exceptional customer service, so that your customers become obsessed with you and your business? Today’s guest, Jon Picoult, helps answer that question as we discuss concepts from his new book, From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans. In our conversation, we discuss topics that can help transfer how you approach creating your interactions with your customers, such as: the difference between ‘customer experience’ vs. ‘customer memory,’ opportunities for strategically crafting a customer experience process, and quality vs. quantity when providing information to your customers.

Jon Picoult is the founder of Watermark Consulting and a leading expert in customer and employee experience. He has been featured by dozens of media outlets, including the Wall Street Journal, the New York Times, NBC News, and Forbes.

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.

And be sure to subscribe to The Self-Employed Life in Apple Podcasts or follow us on Spotify or wherever you listen to podcasts so you don’t miss an episode.

Everything you need can all be found at jeffreyshaw.com.

Jon Picoult, thank you so much for being here!

Remember, you might be in business FOR yourself but you are not in business BY yourself. Be your best self. Be proud and keep changing the world. Guest Contact –

• JonPicoult.com
• Impressed2Obsessed.com
• Jon Picoult on LinkedIn (ln/jon-picoult-7655777)
• Jon Picoult on Instagram (@jonpicoult)

Contact Jeffrey –

• JeffreyShaw.com
• Books by Jeffrey Shaw
• Business Coaching for Entrepreneurs
• The Self-Employed Summit
• Watch my TEDx LincolnSquare video and please share!

Valuable complimentary resources to help you –

• The Self-Employed Business Institute — You know you're really good at what you do. You're talented, you have a skill set. The problem is you're probably in a field where there is no business education. This is common amongst self-employed people! And, there's no business education out there for us! You also know that being self-employed is unique and you need better strategies, coaching, support, and accountability. The Self-Employed Business Institute, a five-month online education is exactly what you need. Check it out!

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Host Jeffrey Shaw is a Small Business Consultant, Brand Management Consultant, Business Coach for Entrepreneurs, Keynote Speaker, TEDx Speaker and author of LINGO and The Self Employed Life (May 2021). Supporting self-employed business owners with business and personal development strategies they need to create sustainable success.