From impressed to obsessed with customer experience advisor and author Jon Picoult

Jon Picoult is founder of Watermark Consulting, a leading customer experience advisory firm and author of the new book From Impressed to Obsessed: 12 principles for turning customers and employees into lifelong fans.

You are really going to enjoy this interview on this episode – Jon thinks deeply about enterprise level customer experience from both a customer perspective and what it takes to create a culture that truly creates a remarkable and memorable experience – well beyond what he considers the low watermark of just satisfying customers.