Companies subject their customers to unthinkable indignities every day.

It’s time to inject more humanity into our interactions with our customers.

It’s time to imbue our interactions with more emotional resonance.

It’s time to improve the customer experience.

That’s why I’m talking to Jon Picoult, Founder & Principal at Watermark Consulting. He literally wrote the book on it — From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans.

In this episode, we delve into the nitty gritty of acing the customer experience.

Join us as we discuss:

• The difference between customer service and customer experience
• 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

Check out these resources we mentioned during the podcast:

• JonPicoult.com

You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here.

Listening on a desktop & can’t see the links? Just search for Banking on Digital Growth in your favorite podcast player.