Build Customer Loyalty Through Memory-Making

No matter how hard you try to improve your company’s customer experience, the reality is that your customers won’t remember much of it. That's just how our brains are wired.

But you can influence which parts they'll remember, and that's an essential strategy for cultivating customer loyalty.

In this clip, Jon Picoult introduces the science of "memory-making" in the customer experience -- a topic that he covers in detail during his keynotes and workshops.

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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 worked with the C-suite at some of the world’s foremost brands. He helps 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 book, “From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans.” The book (which was featured in The Wall Street Journal as a top reading pick) 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.