If you're aspiring to satisfy your customers, then you are aspiring to mediocrity.

That's the fascinating premise behind this IMS Virtual Program, and it will fundamentally change how you think about creating a successful, beloved business.

In the program, Jon Picoult explains why building customer loyalty requires not just satisfying customers, but impressing them - forging indelible memories that drive repurchase and referral behavior, the lifeblood of any thriving business.

With eye-opening case studies and engaging stories, Jon reveals the proven, science-based principles that legendary companies use to create truly impressive brand experiences - the kind that turn more sales prospects into customers, and more customers into lifelong fans.

No matter what type of constituencies you serve (internal or external, individuals or institutions), you'll emerge from this program with specific, actionable ideas for turning your organization's customer experience into its greatest competitive advantage.

Jon Picoult helps organizations impress their customers and inspire their employees, creating raving fans that drive business growth. He is a noted authority on customer experience and customer-centric leadership.

A trusted advisor to the Fortune 500 C-suite, Jon has counseled business leaders worldwide on how to cultivate loyalty in both the marketplace and the workplace - not just by shaping people's experiences, but also by shaping their memories.

Princeton-trained in Cognitive Science, Jon uses captivating stories and eye-opening studies to explain the breakthrough, psychology-based strategies that successful companies use to turn everyday people into lifelong fans.

Jon's insights have been featured by dozens of media outlets, including The Wall Street Journal, The New York Times, Harvard Business Review, Inc., Fortune and Forbes. His landmark study on the ROI of customer experience is one of the most widely cited pieces of research in the industry, referenced by firms such as McKinsey, Deloitte, Accenture, Forrester, SAP, and Oracle.

Jon is also the author of the Amazon bestseller FROM IMPRESSED TO OBSESSED: 12 Principles for Turning Customers and Employees into Lifelong Fans (featured in The Wall Street Journal as a top reading pick).

Currently the Founder & Principal of Watermark Consulting, Jon previously held senior executive roles at Fortune 100 firms - leading service, operations, distribution, technology, sales and marketing.