From Impressed to Obsessed | Jon Picoult
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Description
Our guest today, Jon Picoult, the founder of Watermark Consulting, helps companies impress their customers. He’s a leading expert in customer-employee experience and has been featured in dozens of media...
show moreIs customer satisfaction key? 4:51
Jon’s definition of customer service 6:21
Quantify the customer experience and understand where they’re coming from 13:17
The most universal problem/challenge in customer experience 15:21
How companies can make it easy to do business with them 19:19
“If you are doing things better in the experience upstream, for example making products that are easier to assemble, or providing sales materials that are easier for people to understand and more accurately set expectations. If you’re doing things like that, what you actually end up doing is obviating the need for downstream customer contact. You’re basically pre-empting dumb, avoidable reasons why customers reach out to you.” 9:49
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Author | Gabe Larsen |
Organization | Gabe Larsen |
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