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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320: How Firms Compete

320: How Firms Compete

The story Michael and Tom will talk about today, a major consulting firm suing McKinsey, is a real life example of how firms compete behind the scenes. SIGN UP FOR OUR EMAIL UPDATES HERE & RECEIVE FREE CASE INTERVIEW TRAINING KEEP IN TOUCH: Facebook / Twitter / LinkedIn WANT TO LEARN FROM FORMER STRATEGY PARTNERS? REFER TO THE FIRMSCONSULTING ORIGINAL TRAINING PROGRAMS.

5 Aug 201624min

319: Managing Extreme Fatigue and Stress

319: Managing Extreme Fatigue and Stress

Michael and Tom discuss how to manage extreme fatigue and stress. SIGN UP FOR OUR EMAIL UPDATES HERE & RECEIVE FREE CASE INTERVIEW TRAINING KEEP IN TOUCH: Facebook / Twitter / LinkedIn WANT TO LEARN FROM FORMER STRATEGY PARTNERS? REFER TO THE FIRMSCONSULTING ORIGINAL TRAINING PROGRAMS.

23 Juli 201637min

318: McKinsey Office Leaders: Concerning Policy Change

318: McKinsey Office Leaders: Concerning Policy Change

Michael and Tom discuss the new policy change introduced by McKinsey related to selection of McKinsey office leaders. We discuss why it could have been introduced and how it may impact McKinsey. SIGN UP FOR OUR EMAIL UPDATES HERE & RECEIVE FREE CASE INTERVIEW TRAINING KEEP IN TOUCH: Facebook / Twitter / LinkedIn WANT TO LEARN FROM FORMER STRATEGY PARTNERS? REFER TO THE FIRMSCONSULTING ORIGINAL TRAINING PROGRAMS.

16 Juli 201614min

317: How Sizan, TCO IV Female Minority, Pulled It Together

317: How Sizan, TCO IV Female Minority, Pulled It Together

In this podcast Michael and Tom, Darden EMBA, talk about Sizan and her one of a kind story. Sizan is a participant in TCO IV. SIGN UP FOR OUR EMAIL UPDATES HERE & RECEIVE FREE CASE INTERVIEW TRAINING KEEP IN TOUCH: Facebook / Twitter / LinkedIn WANT TO LEARN FROM FORMER STRATEGY PARTNERS? REFER TO THE FIRMSCONSULTING ORIGINAL TRAINING PROGRAMS.

5 Juli 201618min

315: Critical Reason Zach's Presence in TCO III Ended

315: Critical Reason Zach's Presence in TCO III Ended

In this podcast we continue to experiment with a new format. Meet Tom, Darden EMBA, who is going to co-host the next few Case Interview podcasts with us. In this podcast we discuss the subtle but very important reason Zach's presence in TCO III ended. Zach is the 2nd participant in The Consulting Offer III. SIGN UP FOR OUR EMAIL UPDATES HERE & RECEIVE FREE CASE INTERVIEW TRAINING KEEP IN TOUCH: Facebook / Twitter / LinkedIn WANT TO LEARN FROM FORMER STRATEGY PARTNERS? REFER TO THE FIRMSCONSULTING ORIGINAL TRAINING PROGRAMS.

28 Juni 201621min

314: How Firms Judge Candidates During Case Interviews

314: How Firms Judge Candidates During Case Interviews

In this podcast we discuss how interviewers judge candidates during case interviews. Specifically we look at how they determine whom are the top candidates. SIGN UP FOR OUR EMAIL UPDATES HERE & RECEIVE FREE CASE INTERVIEW TRAINING KEEP IN TOUCH: Facebook / Twitter / LinkedIn WANT TO LEARN FROM FORMER STRATEGY PARTNERS? REFER TO THE FIRMSCONSULTING ORIGINAL TRAINING PROGRAMS.

17 Juni 201616min

313: How to Put Client First the Right Way

313: How to Put Client First the Right Way

This podcast, and related article, explains how to put the client first the right way. SIGN UP FOR OUR EMAIL UPDATES HERE & RECEIVE FREE CASE INTERVIEW TRAINING KEEP IN TOUCH: Facebook / Twitter / LinkedIn WANT TO LEARN FROM FORMER STRATEGY PARTNERS? REFER TO THE FIRMSCONSULTING ORIGINAL TRAINING PROGRAMS.

8 Juni 20164min

312: How to Be Likeable

312: How to Be Likeable

In this podcast we talk about one critical lesson from TCO III / IV: how being likeable effects one's performance during consulting case interviews. SIGN UP FOR OUR EMAIL UPDATES HERE & RECEIVE FREE CASE INTERVIEW TRAINING KEEP IN TOUCH: Facebook / Twitter / LinkedIn WANT TO LEARN FROM FORMER STRATEGY PARTNERS? REFER TO THE FIRMSCONSULTING ORIGINAL TRAINING PROGRAMS.

31 Maj 201615min

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