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Banking on Digital Growth Podcast

From Impressed to Obsessed: Why You Need to Invest in Customer Experience (with Jon Picoult)

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Brief Summary of Episode #175

Hidden fees. Long lines. Infuriating packaging. No one around to answer a question when you need them.

Customers put up with a lot of incivility from businesses.

The same goes for employees.

This paradigm bothers Jon Picoult, Founder & Principal at Watermark Consulting.

So, he decided to do something about it.

His book, From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans, puts a spotlight on the need to invest in customer and employee experience.

CX and EX actually have a lot in common.

The things that foster employee engagement are not all that different from the things that foster customer engagement.

Both employees and customers are trying to derive value out of the relationship with the company.

So, it’s important for companies to deliver value in order to create a positive, loyalty-enhancing experience.

After all, the benefits of investing in CX and EX aren’t intangible. There’s a real impact on the bottom line.

So, what are you waiting for?


Key Insights and Takeaways


  • How positive employee experience leads to positive customer experience
  • How to make the case for investing in customer experience
  • The importance of creating peaks and valleys and finishing strong

How to Connect With Jon Picoult

LinkedIn |X.com |Website