Jon Picoult is founder of Watermark Consulting, a customer experience advisory firm that helps companies impress customers and inspire employees, creating raving fans that drive business growth. A sought-after business adviser and speaker, Picoult has worked with some of world’s foremost brands. His new book, From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans, will be published by McGraw-Hill in October 2021. Follow Jon on Twitter or Instagram.