445: Why customer experience matters (with Jon Picoult)

445: Why customer experience matters (with Jon Picoult)

Welcome to 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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204: Case Interview Resumes

204: Case Interview Resumes

For the majority of clients, the most important area is resume preparation. A poor resume leads to a poor LinkedIn profile which results in no networking when consultants view the weaker online profile. Our most successful clients take the time to build effective resumes. All time allocated in this part of the training is at the sole discretion of Firmsconsulting since it is not subtracted from the 12 hours of coaching.

1 Heinä 201410min

203: Case Interview Planning

203: Case Interview Planning

Give our extensive screening process; we have a detailed file on clients before the program begins. The planning call sets the agenda, timetable and objectives for the next few weeks or months if needed. Very few candidates tend to work with us for less than a month and the majority are working with us for more than 6 months.

25 Kesä 201414min

202: Case Interview Decision

202: Case Interview Decision

This series of detailed podcasts provides prospective applicants to our program all the information they need to put together an application package, do well in the screening interviews, and, should they be the offered a place in the Firmsconsulting program, succeed at their McKinsey, BCG et al interviews.

19 Kesä 201412min

201: Case Interview Assessment

201: Case Interview Assessment

This series of detailed podcasts provides prospective applicants to our program all the information they need to put together an application package, do well in the screening interviews, and, should they be the offered a place in the Firmsconsulting program, succeed at their McKinsey, BCG et al interviews. Third Application Step: Interview with an ex-McKinsey or BCG partner.

13 Kesä 20148min

200: Case Interview Test

200: Case Interview Test

This series of detailed podcasts provides prospective applicants to our program all the information they need to put together an application package, do well in the screening interviews, and, should they be the offered a place in the Firmsconsulting program, succeed at their McKinsey, BCG et al interviews. Second Application Step: OAT (Online Analysis Test) If your resume screening is successful, you will be invited to an online test. This is purely a business judgement test. No preparation is required for the online test. The test is not assessing your ability to pass a McKinsey PST or a BCG screening exam. The online exam has no pass mark and is used as one data point to assess your candidacy. The online system assesses why you performed as you did and the final mark is not relevant nor does a high score guarantee you will be invited to the final screening interview.

7 Kesä 20147min

199: Case Interview Application

199: Case Interview Application

This series of detailed podcasts provides prospective applicants to our program all the information they need to put together an application package, do well in the screening interviews, and, should they be the offered a place in the Firmsconsulting program, succeed at their McKinsey, BCG et al interviews. First Application Step: Submitting a resume, grades, recent cover letter and/or audio file

1 Kesä 20148min

198: Case Interview ex-Partners

198: Case Interview ex-Partners

This series of detailed podcasts provides prospective applicants to our program all the information they need to put together an application package, do well in the screening interviews, and, should they be the offered a place in the Firmsconsulting program, succeed at their McKinsey, BCG et al interviews. Accurate information will make the difference between an offer which will change the trajectory of your life. This is an unregulated industry and forums, websites, books etc. are rife with misinformation. We negate this problem by only using principals and partners for our training. We also use some of the most eminent senior partners at McKinsey and BCG.

26 Touko 201423min

197: Case Interview Using Data

197: Case Interview Using Data

This series of detailed podcasts provides prospective applicants to our program all the information they need to put together an application package, do well in the screening interviews, and, should they be the offered a place in the Firmsconsulting program, succeed at their McKinsey, BCG et al interviews. Since we personally work with each candidate, we collect extensive data on case preparation. A limited amount may be seen in The Consulting Offer Infographics. We therefore make decisions based on measurable statistics from the client in question and the general trends we observed with all other candidates. This provides an unusual advantage in being able to support our decisions on your training with numbers and correlations. For example, we know practicing to be faster in cases does not lead to greater speed since we have measured clients who have practiced this approach and clients who have followed our preferred approach.

20 Touko 20148min

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