Jon shares gems from his new book: From Impressed to Obsessed: 12 Principles for Turning Customers an Employees Into Lifelong Fans.  Excellence is never an accident. Jon brilliantly pulls the curtain back on proven methods to fundamentally change the way you think about creating a successful, beloved business.Show NotesJon Picoult shared practical and proven principles from his new book From Impressed to Obsessed in this episode.  We talk about real world challenges for CX leaders and what cognitive science implies about where organizations go wrong and what leaders can do about it.Blog Reference: https://www.empoweredcx.com/post/the-holy-grail-of-cx-in-the-c-suiteAbout The AuthorJon Picoult helps companies impress their customers andinspire their employees, creating “raving fans” that drivebusiness growth. He is the founder of Watermark Consultingand a noted authority on customer and employee experience.A sought-after business advisor and public speaker, Jon’sinsights have been featured by dozens of media outlets,including The Wall Street Journal, The New York Times,Fortune, and Forbes.com (where he is a regular contributor).His landmark study on the ROI of customer experience is oneof the most widely cited pieces of research in the industry,referenced by firms such as McKinsey, Deloitte, Accenture,Forrester, SAP, and Oracle.Jon is also the author of the new book, “From Impressed toObsessed: 12 Principles for Turning Customers and Employeesinto Lifelong Fans” (McGraw-Hill, Nov. 2, 2021), which debuted as an Amazon #1 New Releaseand has earned praise from business luminaries such as Horst Schulze (co-founder of Ritz-Carlton Hotels), Hubert Joly (former CEO of Best Buy), and Marshall Goldsmith (world-renowned executive coach).Jon has advised the C-suite at some of the world’s foremost brands, including companies suchas AT&T, Allstate, ADT, Generali, and Becton Dickinson. He’s helped these and otherorganizations capitalize on the power of loyalty – both in the marketplace and in the workplace.Prior to establishing Watermark in 2009, Jon held senior executive roles at Fortune 100companies – leading service, operations, distribution, technology, sales and marketing. Early inhis career, at the age of 29, Jon earned the distinction of becoming the youngest executiveofficer in the over 150-year history of a leading global insurance and investment firm.Jon received his A.B. in Cognitive Science from Princeton University and his M.B.A. in GeneralManagement from Duke University.Learn more at Jon’s website.​Contact me if:- You have feedback you'd like to share about the podcast- You would like to be a guest on the show- You would like to book me on your showEmail me at mark@empoweredcx.com