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Jon Picoult

Customer Experience and Leadership Expert; Advisor to CEOs; Author; Founder, Watermark Consulting

Jon Picoult helps companies impress their customers and inspire their employees, creating raving fans that drive business growth.

Jon is the Founder of Watermark Consulting and a noted authority on customer experience.  His insights have been featured in dozens of media outlets, including The Wall Street Journal, The New York Times, NBC News and Inc.

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Travels From: Connecticut | Fee Range: $15,000 - $25,000

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Lots of companies fly the “easy to do business with” banner. Few ever actually fulfill that promise, as most consumers can attest. In this fascinating talk, Jon Picoult reveals how great companies make it not just easy – but completely effortless – for people to do business with them. Plus, he explains how to eradicate distracting, unproductive effort from the workplace, so employees can keep their focus where it belongs… on their customers.

This keynote is ideal for:

• Business executives, owners, and entrepreneurs who aim to make it easy for sales prospects and customers to interact with the organization.

• Organizations that seek to enhance their customer experience without also significantly increasing their operating expenses.

• Product developers and service designers who wish to remove unpleasant friction from their offerings, thereby improving the customer experience.

The key to delivering a great customer experience? It’s all in your head! That’s because creating a great impression on customers isn’t just about shaping their experiences, it’s about shaping their memories. In this program, Jon describes how legendary companies capitalize on cognitive science to create stronger, more memorable customer experiences – and explains how the same techniques can be used in your business.

This keynote is ideal for:

• Business executives, owners, and entrepreneurs who want to create competitive advantage via the product and service experiences they offer.

• Sales, marketing, and customer service frontline staff who are looking for actionable ways to convert more prospects, impress more customers, and strengthen overall brand loyalty.

• Functional support staff (e.g., HR, IT, R&D) who are focused on delivering a great customer experience to their internal colleagues.

How do you get your business to stand out from the crowd? Many sources of competitive differentiation can be fleeting, but a truly distinctive customer experience (and the workplace environment supporting it) can deliver sustainable competitive advantage. In this captivating program based on Jon’s forthcoming book, he reveals the breakthrough, science-based techniques that legendary companies use to turn sales prospects into customers, and customers into raving fans.

In 2008-09, during the height of the Great Recession, Hyundai Motors increased its market share by a remarkable 40%. Starbucks lost half its market value during that same economic downturn, yet emerged stronger from the recession, outperforming the S&P 500 by more than six-fold. In this intriguing program, Jon reveals how these and other smart companies strengthen customer loyalty during even the most challenging times.

Many businesses focus on what they do, but fewer focus on why they do it. In this keynote, Jon opens people’s eyes to the powerful concept of a purpose-driven brand – an organization whose “reason for being” goes well beyond traditional financial measures of success. It’s a strategy that’s worked exceptionally well for legendary companies like Patagonia, USAA, and Southwest Airlines. In this session, you’ll learn how to apply the same approach to your business.

Back in 2011, Netflix announced a large price increase and a spin-off of its DVD rental business. Customers revolted, leaving in droves. The company’s stock price fell by over 75% and took years to recover. In this amusing and educational program, Jon uses the Netflix debacle to illustrate key principles for successfully navigating both customers and employees through significant change.


If you’re aspiring to satisfy your customers, then you’re aspiring to mediocrity. That’s the philosophy at the heart of Jon Picoult’s work, because building brand loyalty requires impressing customers, not just satisfying them.

Princeton-trained in cognitive science, Picoult recognizes that success in business is as much about shaping customers’ memories as it is about shaping their experiences. Using captivating stories and eye-opening studies, he explains the breakthrough, psychology-based strategies that great, admired companies use to turn more sales prospects into customers, and more customers into raving fans. Jon leaves audiences enlightened and energized to apply those same techniques in their roles and organizations.


“Jon’s keynote presentation at our conference was outstanding. His energy, humor and ability to keep the audience engaged is truly impressive. He was the highlight of the entire event and received the highest rating on our feedback survey.” Susan Shepherd – Sr. Director, Property Casualty Insurers of America

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