Content from Jon Picoult
Jon Picoult is Founder & Principal of Watermark Consulting, a customer experience advisory firm that helps companies impress their customers and build brand loyalty. As a consultant and keynote speaker, he has advised thousands of executives across some of the world’s foremost brands. Contact Picoult at www.watermarkconsult.net or follow him on Twitter @JonPicoult.
Where Business Leaders Should Spend More of Their Time (But Don’t)
Imagine a place where executives could go to discover striking new ways to improve their business. A place where, just by visiting, the executives come away more energized and their employees become ...
Stop Wasting Your Money on Customer Experience
Faced with increasingly commoditized markets, more and more insurers are launching customer experience improvement programs to differentiate themselves. However, there's something many of these ...
The Chicken and Egg of Employee Engagement
Are happy, engaged employees a driver of business success or merely a consequence of it? Plenty of studies have identified a link between employee engagement and company performance. One of the most ...
Investment Returns Reveal Payoff of Great Customer Experience for Insurers
What's a great, differentiated customer experience really worth to an insurance carrier? It's a vexing question for the insurance industry, where the idea of investing in a better customer experience ...
Forget Big Data—Try Focusing on Small Data
In their rush to jump on the big data bandwagon, many organizations have lost sight of a much simpler yet effective source of customer insight: "small data." Big data is about synthesizing, mining ...
Who Will Be the Next Uncarrier?
As insurance carriers struggle to set themselves apart from one another, they might want to seek inspiration from a different type of carrier—the wireless kind. In late 2012, wireless carrier ...
A Surprising Way to Achieve Price Competitiveness
How can a company liberate itself from the death spiral of product commoditization? Competing on price is generally a losing proposition—and a very exhausting way to run a business. But when a ...
The One Thing Missing From Your Innovation Efforts: A View of Customers ‘In the Wild’
"Innovate or die," the saying goes. But as companies try to sharpen their competitive edge with new product and service ideas, many don't realize that their efforts are fundamentally misguided. ...