Jon Picoult

Jon is the founder of Watermark Consulting, a customer experience advisory firm that helps companies impress their customers and inspire their employees. As a management consultant and keynote speaker, Jon has worked with thousands of business leaders across some of the world’s foremost brands, helping companies capitalize on the power of loyalty—both in the marketplace and in the workplace. His insights have been featured by dozens of media outlets, including The Wall Street Journal, The New York Times, NBC News and, Inc. Magazine. Prior to founding Watermark, Jon held senior executive roles at Fortune 100 companies leading service, technology, sales, marketing, and distribution. He received his AB in cognitive science from Princeton University and his MBA in general management from Duke University.
Customer Experience
July 2016
Want to Enhance Your Customer Experience? Focus on the Write Stuff
BY Jon Picoult
July 6 2016
Faced with maturing markets and increased competition, many companies are seeking to differentiate themselves by enhancing their customer experience, but those efforts might be misguided. That’s...
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    Navigating Uncertainty
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    Economic pressures, regulatory shifts and evolving consumer expectations are converging to create a complex environment for health insurers. Amid this turbulence, many payers are hesitant to invest in
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    By Mitch Anderson
    How much do I owe?  How do I pay? Where’s my bill? Are any of your customers asking these questions? If so, it might be time to rethink your utility bills. 
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    If there’s one thing we’ve learned after decades in customer communications, it’s this: notifications are never “just notifications.”
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    By Gary Gregg
    When I think about how far customer communications have evolved, it’s clear that we’ve entered a new era, one where the regulated document is moving from being an artifact of a transaction
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    Turning Resistance into Resilience
    By Angele Taylor
    Resistance to change is a familiar challenge in any transformation initiative, but it becomes especially entrenched in document-heavy environments. These are the systems and workflows that have been b