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Don't waste your money on customer experience improvement.That's the advice Jon Picoult offers to companies that approach CX differentiation half-heartedly. Because when business leaders don't demonstrate a genuine commitment to CX excellence, they do far more harm to their organization than good.It's among the interesting topics Jon covered during his interview on the Strategy Skills podcast.Listen to the full interview at https://strategyskills.libsyn.com/187-jon-picoult-why-customer-experience-matter.Learn more about Jon's book at https://www.impressed2obsessed.com. Learn more about Jon and his keynote speaking services at https://www.jonpicoult.com. ----------------------------------------------Jon Picoult helps companies impress their customers and inspire their employees, creating “raving fans” that drive business growth. He is the founder of Watermark Consulting and a noted authority on customer and employee experience. A sought-after business advisor and public speaker, Jon has advised 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 insights have been featured by dozens of media outlets, including The Wall Street Journal, The New York Times, Harvard Business Review, and Fortune. Jon is also the author of the Amazon best-selling book, “From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans,” which 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 received his bachelor’s degree in cognitive science from Princeton University and his M.B.A. in general management from Duke University. Follow Jon on Twitter or Instagram @JonPicoult.

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