Jon Picoult helps businesses impress their customers and inspire their employees, turning everyday people into loyal brand advocates.
Jon is a sought-after speaker whose thought-provoking presentations have consistently earned rave reviews. His insights have been featured in leading publications ranging from The Wall Street Journal and the New York Times to Brandweek and Workforce Management. He has worked with some of the world’s foremost brands, helping organizations capitalize on the power of loyalty—both in the marketplace and in the workplace.
Jon’s philosophy is simple: With each and every customer interaction, businesses win or lose share. Every touch point—be it with consumers, employees, or even job candidates—presents an opportunity to either build brand loyalty or to erode it.Using both marketing and operational tactics, Jon helps companies capitalize on this concept by shaping distinctive interactions with these key stakeholders to create positive, memorable impressions that cultivate loyalty and deliver all of the associated financial benefits.
Prior to founding Watermark Consulting, a customer experience advisory firm, Jon held senior executive roles at Fortune 100 companies—leading service, technology, sales and marketing. With this unique, cross-functional professional experience, he developed award-winning marketing strategies; delivered on sales plans exceeding half a billion dollars; shaped competitively differentiated service solutions for millions of consumers; and engineered industry-leading technology platforms.
Early in his career, Jon earned the distinction of becoming the youngest senior vice president in the over 150-year history of a leading global financial services company. He received his A.B. in Cognitive Science from Princeton University and his M.B.A. in General Management from Duke University.
Jon’s expertise is far from academic or theoretical; the guidance he offers is grounded in years of hands-on business experience. Jon infuses his presentations with a unique combination of passion, pragmatism and humor, which leaves his audience not only energized but also armed with specific, actionable ideas that they can immediately employ in their own organizations.
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Speech Topics
Seek To Impress – The Power of Great Customer Experiences
How do you get your business to stand out from the crowd? Many sources of competitive differentiation can be fleeting – product innovations can be mimicked, technology advances can be copied, and cost leadership is difficult to achieve let alone sustain.
The Forgotten Customer: A New Perspective on Winning fhe War for Talent
Many businesses are routinely ignoring one of their most important customers. As a result, they’re not only tarnishing their brand, but they’re also losing the war for talent.
It’s All In Your Head: Cognitive Science and the Customer Experience The mind works in mysterious ways. When people interact with a business, their satisfaction and loyalty is shaped by how they perceive, process and remember those experiences.
Five Surprising Truths About Great Customer Experiences
Many businesses think they know what it takes – and costs – to create a great customer experience. It’s all about delivering great service, satisfying customers and improving retention – right?
The Good, the Bad and the Ugly: Eyewitness Accounts Of Unforgettable Customer Experiences – And What Your Business Can Learn From Them
As consumers, we all have examples of unforgettable customer experiences – memorable either for how great they were or how awful.
The Top Five Reasons Why Customers Are Tuning You Out
Is your business having trouble getting its message across to customers? Do you find that your attempts to communicate are falling on deaf ears?
The Top Ten Ways to Spook Your Customers
What keeps you up at night? Are you afraid that your customers might disappear like ghosts? Worried that competitors might pick them off like vultures? Stressed about customer complaints that are driving you batty?
