The difference between customer experience and customer service - Jon Picoult - [Customer Experience]

<p>Jon Picoult - Customer Experience Expert | Author of "From Impressed To Obsessed" [Customer Experience]</p><p><br>He is the founder of Watermark Consulting and a leading expert in customer and employee experience. He has advised C-Suite leaders at some of the world’s foremost brands, helping companies capitalize on the power of loyalty – both in the marketplace and in the workplace. Today, Jon joins us to talk about his fascinating new book, “From Impressed To Obsessed: 12 Principles For Turning Customers and Employees Into Lifelong Fans.” </p><p><br></p><p>The opening line of your new book, says: “If you’re aspiring to satisfy your customers, then you are aspiring to mediocrity.” That seems to contradict a fundamental business tenet with which we’re all familiar, namely, that customer satisfaction is key. Why should we all rethink that?<br>Your book talks about how customer experience is really an exercise in memory-shaping. Can you explain what you mean by that, and the implications it has for how businesses engage with customers?<br>What’s the difference between customer experience and customer service? Are those terms interchangeable?<br>Many companies these days are struggling to hire workers. If employees are a type of customer, what about employment candidates? Should customer experience design techniques be applied to the job search process?</p><p><br></p><p><strong><br>ABOUT NICK GLIMSDAHL</strong></p><p><a href="https://mailchi.mp/a59e7bfa46ae/sign-up-to-join-the-press-1-for-nick-content">Subscribe to my weekly newsletter</a></p><p><a href="https://twitter.com/Press1ForNick">Find me on Twitter</a></p><p><a href="https://www.linkedin.com/company/press-1-for-nick/">Find me on LinkedIn<br></a></p><p><strong>LISTENER SUPPORT</strong></p><p><strong>Purchase Nick’s books: </strong></p><p><a href="https://www.amazon.com/Reasons-Focus-Employee-Experience-Comprehensive/dp/B09SFCTNRY/ref=tmm_pap_swatch_0?_encoding=UTF8&amp;qid=&amp;sr="><strong>Reasons NOT to Focus on Employee Experience: A Comprehens