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).

Episoder(817)

172: CEOs Who Love Consultants At Their Peril

172: CEOs Who Love Consultants At Their Peril

One of the great myths among aspiring consultants, is that strategy consultants go in and basically take over and run the entire strategy and direction of a company. That does happen at times, but is more the exception than the norm. In fact, there are dangers to this outsourcing of thinking. Yet, the danger is not the outsourcing itself, but rather who is doing the outsourcing: a strong and accountable CEO or a weak CEO. The greatest risk to a company is a weak CEO who outsources accountability to consultants. In this podcast, I discuss my own personal experiencing of advising such a CEO and the chaos which ensued.

21 Des 201322min

171: Structure Fails At 60% McKinsey Cases

171: Structure Fails At 60% McKinsey Cases

At least 90% of aspiring management consultants assume that all McKinsey et al cases MUST be solved with frameworks. That is a dangerous myth. At least 60% of all McKinsey full cases (we are not referring to brainstorming, estimates etc) cannot be solved with structures and you will fail if you used structures to solve them. In this podcast, we use the experiences of a client, Felix, to explain how to identify this second group of cases and what you can do to solve them. We particularly look at Felix's coaching session with Kevin Coyne, ex-McKinsey Worldwide Strategy Co-Leader, in Season One of The Consulting Offer.

15 Des 201312min

170: Baker + Rhodes Scholars

170: Baker + Rhodes Scholars

This podcast describes the journeys of two people and where they ended up in life. The first is one of Harvard's most distinguished MBA graduates ever who was not even invited to a McKinsey internship interview. The second is a McKinsey Principal from humble beginnings who is rejected the partnership, not once, but twice. Who they are and what they eventually achieve professionally is a lesson in perseverance, confidence and being analytic.

9 Des 201316min

169: Building a McKinsey BTO Killer

169: Building a McKinsey BTO Killer

In early 2013, we were invited by the chairman of a major IT/Outsourcing provider to analyze their business and determine why their significant acquisitions of strategy/operations/general consulting skills had not created a "McKinsey-Killer".

3 Des 201346min

168: Corporate Strategy Vs Strategy

168: Corporate Strategy Vs Strategy

After 11 years of corporate strategy consulting with the firm, 3 of them as principal, I have tended to take for granted that everyone knows the difference between corporate strategy and other types of strategy engagements like developing a market entry strategy or a pricing strategy. Yet, that is not true.

27 Nov 201330min

167: Consulting Values In Action

167: Consulting Values In Action

An hour ago I ran a screening call for case coaching with a candidate I will call Hector from Deloitte, let's assume the Santiago office. The student was at a very élite school, I will call Wharton. This tiny Deloitte office had for the first time offered to pay for an employee's MBA studies – a huge investment for them. McKinsey was now aggressively trying to recruit the candidate and he was on the brink of pursuing this. I was extremely proud of the way Hector reacted when, upon learning of the source of his funding and obligations, I immediately refused to conduct the screening call because it was not in his best interest. In these moments, we get to see tomorrow's leaders forged.

21 Nov 201319min

166: You Cannot Join McKinsey Strategy

166: You Cannot Join McKinsey Strategy

Far too many candidates demonstrate poor knowledge of consulting by insisting that they want to work for McKinsey strategy and not operations or BTO. This is a flawed strategy which will only hurt their chances in the short, medium and long-term. This podcast explains why and how to compensate for this misunderstanding.

15 Nov 201310min

165: How Do You Gain More Experience

165: How Do You Gain More Experience

Many candidates are declined with the suggestion to gain more work experience. Unfortunately, candidates take this feedback at face value. This podcast explains what this feedback means and suggests a vital shortcut to fix this problem. Hint, it does not require work experience at all.

9 Nov 201312min

Populært innen Business og økonomi

stopp-verden
dine-penger-pengeradet
e24-podden
rss-penger-polser-og-politikk
kommentarer-fra-aftenposten
rss-borsmorgen-okonominyhetene
finansredaksjonen
lydartikler-fra-aftenposten
rss-vass-knepp-show
pengepodden-2
tid-er-penger-en-podcast-med-peter-warren
livet-pa-veien-med-jan-erik-larssen
stormkast-med-valebrokk-stordalen
morgenkaffen-med-finansavisen
rss-sunn-okonomi
rss-rettssikkerhet-bak-fasaden-pa-rettsstaten-norge-en-podcast-av-sonia-loinsworth-og-foreningen-rettssikkerhet-for-alle
utbytte
okonomiamatorene
lederpodden
rss-markedspuls-2