827: Jon Picoult – Customer Experience vs. Customer Memory


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.



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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.


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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.