187: Jon Picoult, Why customer experience matters

187: Jon Picoult, Why customer experience matters

Welcome to Strategy Skills episode 187, an episode with a sought-after business advisor and speaker, Jon Picoult. Get Jon’s new book here: https://amzn.to/3H9SM6y

Jon Picoult is the founder of Watermark Consulting and a noted authority on customer and employee experience. He helps companies impress their customers and inspire their employees, creating “raving fans” that drive business growth. He worked with some of the world’s foremost brands, personally advising CEOs and other members of the C-Suite and helps organizations capitalize on the power of loyalty, both in the marketplace and in the workplace. His insights have been featured by dozens of media outlets, including The Wall Street Journal, The New York Times, USA Today, The Economist, Inc., NBC News and Forbes.

Jon held senior executive roles at Fortune 100 companies – 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 leading, global financial services company.

In this episode, Jon talked about how his career led to understanding customer experience and how to deliver value that will provide customer satisfaction in any kind of business or industry.

For individuals and businesses who want to understand more about providing better customer experience and why it matters, this is for you.

From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans. Jon Picoult: https://amzn.to/3H9SM6y

Enjoying our podcast? Get access to sample advanced training episodes here: www.firmsconsulting.com/promo

We use affiliate links whenever possible (if you purchase items listed above using our affiliate links, we will get a bonus).

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139: The six tools of successful leaders (Monday Morning 8 a.m. #20)

139: The six tools of successful leaders (Monday Morning 8 a.m. #20)

Hello everyone! This is Monday Morning 8 a.m., a weekly newsletter where we distill the insights from all of the distractions, articles, and emails that you receive in your inbox every day. In this newsletter, we’re going to focus on four major themes from last week’s news.    To listen to the audio version of this newsletter, search for “Strategy Skills” in any podcast app. To get a written copy with links to mentioned articles sign up here: www.firmsconsulting.com/promo

22 Maalis 202134min

138: Mothering a strategy (Monday Morning 8 a.m. #19)

138: Mothering a strategy (Monday Morning 8 a.m. #19)

Hello everyone! This is Monday Morning 8 a.m., a weekly newsletter where we distill the insights from all of the distractions, articles, and emails that you receive in your inbox every day. In this newsletter, we’re going to focus on four major themes from last week’s news.    To listen to the audio version of this newsletter, search for “Strategy Skills” in any podcast app. To get a written copy with links to mentioned articles sign up here: www.firmsconsulting.com/promo

15 Maalis 202141min

137: Blair Sheppard, PwC global strategy head and author. On four urgent global crises and their strategic solutions

137: Blair Sheppard, PwC global strategy head and author. On four urgent global crises and their strategic solutions

In today's episode of the Strategy Skills podcast, we have a conversation with Blair Sheppard, Global Head of Strategy and Leadership for PWC. Blair shares his views of looming global crises driven by wealth disparity, technological disruption, the polarization of people, and declining trust in society’s institutions. Blair Sheppard is also the Dean Emeritus and Professor Emeritus of Duke University’s Fuqua School of Business, where he taught for thirty-three years. He was the principal force behind opening Duke's campus in China, and the founder and CEO of Duke Corporate Education. Blair is a regular speaker at high-caliber international forums including the Global Solutions Summit, the St. Petersburg International Economic Forum, and Slush. He was born in Hamilton, Ontario (Canada) and lives in Durham, North Carolina (US). In his new book, TEN YEARS TO MIDNIGHT: Four Urgent Global Crises and Their Strategic Solutions, Blair sets out why that timeline is so crucial, what the most urgent challenges are and the key elements of a solution. The world faces four crises: A crisis of prosperity, with rising inequality, poor life choices for young people, the squeezed middle class and a mass of people on the brink of retirement but lacking the savings to sustain them;  A crisis of technology, as our economic system drives innovation but fails to manage unintended negative consequences which pollute key elements of life support, from our atmosphere to our news; A crisis of institutional legitimacy, as traditional institutions try to maintain their existing structures in the face of major global forces, and find themselves buckling and warping rather than adapting; and, A crisis of leadership, as those who should help us manage these crises instead focus on narrow priorities rather than leading the world towards holistic solutions. Get access to sample training from our advanced programs here: www.firmsconsulting.com/promo We use affiliate links whenever possible (if you purchase items listed above using our affiliate links, we will get a bonus).

11 Maalis 20211h 10min

136: Rethinking M&A (Monday Morning 8 a.m. #18)

136: Rethinking M&A (Monday Morning 8 a.m. #18)

Hello everyone! This is Monday Morning 8 a.m., a weekly newsletter where we distill the insights from all of the distractions, articles, and emails that you receive in your inbox every day. In this newsletter, we’re going to focus on four major themes from last week’s news.    To listen to the audio version of this newsletter, search for “Strategy Skills” in any podcast app. To get a written copy with links to mentioned articles sign up here: www.firmsconsulting.com/promo

9 Maalis 202138min

135: Apple disrupts a decades-old value chain migration (Monday Morning 8 a.m. #17)

135: Apple disrupts a decades-old value chain migration (Monday Morning 8 a.m. #17)

Hello everyone! This is Monday Morning 8 a.m. (#17), a weekly newsletter where we distill the insights from all of the distractions, articles, and emails that you receive in your inbox every day. In this newsletter, we’re going to focus on four major themes from last week’s news.    To listen to the audio version of this newsletter, search for “Strategy Skills” in any podcast app. To get a written copy with links to mentioned articles sign up here: www.firmsconsulting.com/promo

1 Maalis 202138min

134: How to stop blaming Covid and start building revenue growth, with Kent Billingsley

134: How to stop blaming Covid and start building revenue growth, with Kent Billingsley

Welcome to the Strategy Skills podcast, from FIRMSconsulting.com. Today we have a very interesting guest, Kent Billingsley, who is going to talk about sales and the revenue side of management consulting. And about using the tools and techniques that he developed in his consulting career which he now applies in almost any kind of industry. We rarely talk about sales. So we thought it will be nice to do a podcast where we dive into this topic. Get Kent's book "ENTREPRENEUR TO MILLIONAIRE: How to Build a Highly Profitable, Fast-Growth Company and Become Embarrassingly Rich Doing It": https://amzn.to/3dU6aPN

26 Helmi 202158min

133: The single biggest strategy shift for the next few decades (Monday Morning 8 a.m. #16)

133: The single biggest strategy shift for the next few decades (Monday Morning 8 a.m. #16)

Hello everyone! This is Monday Morning 8 a.m. (#16), a weekly newsletter where we distill the insights from all of the distractions, articles, and emails that you receive in your inbox every day. In this newsletter, we’re going to focus on four major themes from last week’s news.    To listen to the audio version of this newsletter, search for “Strategy Skills” in any podcast app. To get a written copy with links to mentioned articles sign up here: www.firmsconsulting.com/promo

22 Helmi 202140min

132: Apple car & Amazon's core strategy (Monday Morning 8 a.m. #15)

132: Apple car & Amazon's core strategy (Monday Morning 8 a.m. #15)

Hello everyone! This is Monday Morning 8 a.m. (#15), a weekly newsletter where we distill the insights from all of the distractions, articles, and emails that you receive in your inbox every day. In this newsletter, we’re going to focus on four major themes from last week’s news.    To listen to the audio version of this newsletter, search for “Strategy Skills” in any podcast app. To get a written copy with links to mentioned articles sign up here: www.firmsconsulting.com/promo

15 Helmi 202135min

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