Jon Picoult joins Adam to talk about his fascinating new book, “From Impressed To Obsessed: 12 Principles For Turning Customers and Employees Into Lifelong Fans.”  In this episode, we talk about obsession.  Jon Picoult, the founder of Watermark Consulting and a leading expert in customer and employee experience helps companies go beyond just impressing their customers. In fact, he says that if you just satisfy your customers, you’ll go broke.  It’s a wide-ranging discussion that covers the formidable power of fints o drive business, how to engineer great experiences, and in a stomach-churning segment, how Jon’s approach to CX was shaped by an incident involving Maggots on a Plane. Yes, you read that right. Don’t eat while you listen to this podcast!  Adam and Jon scratch the surface of the book with some entertaining and thoughtful discussion - but there is so much more - Adam also recommends “From Impressed to Obsessed” as a companion volume to “The Ultimate Question” - check out Jon’s site on https://watermarkconsult.net/jon-picoult/books