Jon Picoult
Jon Picoult is masterful at helping companies impress their customers and inspire their employees, creating raving fans that drive business growth. He is a noted authority on customer experience and customer-centric leadership.
Jon Picoult is masterful at helping companies impress their customers and inspire their employees, creating raving fans that drive business growth. He is a noted authority on customer experience and customer-centric leadership.
A trusted advisor to the Fortune 500 C-suite, Jon has counseled 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 shaping their memories.
Princeton-trained in Cognitive Science, Jon uses captivating stories and eye-opening studies to explain the breakthrough, psychology-based strategies that successful 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., Fortuneand 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 (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 – leading 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 Choose Jon?
Whether it’s a live or virtual session, a sales conference, an all-employee meeting or an executive retreat – Jon knows there’s a lot riding on your event. With careful attention to every detail, he'll help make your meeting a great success. Here are three reasons why:
1. He offers a new and refreshing perspective.
Instead of touting well-worn sales and service soundbites, Jon describes fascinating science-based techniques (such as memory sculpting) that enhance how people perceive and remember their interactions with a business – thereby driving better conversion/retention rates, improved brand loyalty, and more profitable growth.
2. He’s walked in your audience’s shoes.
Jon’s broad business background brings unique credibility to his programs. In addition to being an entrepreneur, he’s also led sales, marketing, service, distribution and technology for Fortune 100 companies. Jon can truly relate to the opportunities and challenges faced by most any audience.
3. He has a keen appreciation for “the day after.”
The most important day of any event is the day after it ends. Will people apply what they learned, or will they get distracted by the whirlwind of day-to-day business? Jon won’t leave your audience with platitudes – he’ll captivate them with actionable, customized advice that they can easily put to use back on the job.
Jon Picoult is masterful at helping companies impress their customers and inspire their employees, creating raving fans that drive business growth. He is a noted authority on customer experience and customer-centric leadership.
A trusted advisor to the Fortune 500 C-suite, Jon has counseled 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 shaping their memories.
Princeton-trained in Cognitive Science, Jon uses captivating stories and eye-opening studies to explain the breakthrough, psychology-based strategies that successful 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., Fortuneand 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 (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 – leading 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 Choose Jon?
Whether it’s a live or virtual session, a sales conference, an all-employee meeting or an executive retreat – Jon knows there’s a lot riding on your event. With careful attention to every detail, he'll help make your meeting a great success. Here are three reasons why:
1. He offers a new and refreshing perspective.
Instead of touting well-worn sales and service soundbites, Jon describes fascinating science-based techniques (such as memory sculpting) that enhance how people perceive and remember their interactions with a business – thereby driving better conversion/retention rates, improved brand loyalty, and more profitable growth.
2. He’s walked in your audience’s shoes.
Jon’s broad business background brings unique credibility to his programs. In addition to being an entrepreneur, he’s also led sales, marketing, service, distribution and technology for Fortune 100 companies. Jon can truly relate to the opportunities and challenges faced by most any audience.
3. He has a keen appreciation for “the day after.”
The most important day of any event is the day after it ends. Will people apply what they learned, or will they get distracted by the whirlwind of day-to-day business? Jon won’t leave your audience with platitudes – he’ll captivate them with actionable, customized advice that they can easily put to use back on the job.
FROM IMPRESSED TO OBSESSED: The Art & Science Of A Great Customer Experience
If you’re aspiring to satisfy your customers, then you’re aspiring to mediocrity. That’s the intriguing 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 that drive repurchase and referral behavior (the lifeblood of any thriving business). With fascinating...
THE FINE ART OF MEMORY SCULPTING: The Cognitive Science Behind Great Customer Experiences
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 intriguing program, Jon explores a central tenet of his customer experience philosophy – the notion that customers’ memories can be strategically “sculpted” to create competitive advantage. When done correctly, it means people will...
A WORKPLACE THAT WORKS: How Great Leaders Create Customer-Centric Organizations
How do you create a workplace that works – for both employees and customers? It requires aligning all of an organization’s “backstage” components (e.g., hiring practices, performance metrics, reward systems, etc.) with the “onstage” customer experience you aspire to deliver. That’s easier said than done – which is why, when businesses achieve such alignment, it creates sustainable competitive advantage.
In this thought-provoking keynote, Jon describes...
AN ‘A’ FOR EFFORTLESS: The “Easy” Way To Turn Customers Into Lifelong Fans
Lots of companies fly the “easy to do business with” banner. Few ever actually fulfill that promise, as most consumers can attest. In this captivating talk, Jon will challenge your audience to raise the bar – showing them how to make it not just easy for customers to do business… but truly effortless.
Using eye-opening statistics and amusing real-world examples, Jon explains why an effortless customer experience is such a rare and powerful competitive...
FROM GREAT RECESSION TO GREAT CESSATION: Building Customer Loyalty During Difficult Times
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...
