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Listening Time:

45 min

Episode: 165 Creating Raving Fans to Drive Business Growth—with Jon Picoult

Every encounter you have with prospective clients or current clients matters for getting and keeping consulting business.

In this Craft of Consulting podcast episode, I interview customer experience expert and author Jon Picoult. He shares his insights into how to get better results through attending to client experience and how to help your clients create excellent experiences for their customers.


Jon Picoult

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Episode Details

Jon Picoult shares all the ways that you can choreograph great client experiences, ones that serve your clients and your business. In this episode, we talk about:

  • Distinguishing between customer service and customer experience

  • Understanding the series of episodes that comprise the customer experience, including the unsung touchpoints in consulting

  • Recognizing the role of employee experiences have in delivering great customer experiences

  • Orienting toward a client’s view of the world and what's important to them and going into the wild to understand what that is

  • Gauging the quality of your current customer experience

  • Creating an effortless experience for your clients

  • Knowing that clients and customers are borrowing expectations that are forged in other industries

  • Recognizing that people's impressions of your business are going to largely be influenced by their emotional reactions

  • Recovering from mistakes in style

For more information about Jon Picoult:


From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans:

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