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BufferingAuthor: Zack Kilgore and Gabe Petersen
Welcome to Buffering - Powered by Success! Join Gabe Petersen and Zack Kilgore from the Calix Success Team each week as we dive into the latest marketing strategies, tools, and insights that drive business results. Views and opinions expressed in this podcast are those of the original creators, and do not necessarily represent the views or opinions of external affiliates. Language: en Contact email: Get it Feed URL: Get it iTunes ID: Get it |
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The ROI of Customer Experience: Turning Loyalty into Growth with Jon Picoult
Episode 15
Tuesday, 28 April, 2026
This week on Buffering, we welcome back Jon Picoult, founder of Watermark Consulting and author of From Impressed to Obsessed, to break down the real business impact of customer experience. With nearly two decades of data from his firm’s Customer Experience ROI Study, Jon shares why companies that win on experience don’t just earn loyalty, they dramatically outperform the market. From a 7.8x return advantage over laggards to hundreds of percentage points of outperformance vs. the S&P 500, this episode unpacks why CX is no longer a “nice-to-have,” but a proven growth strategy.Join Jon, Gabe, and Zack as they explore what actually drives those results, how to convince skeptical leaders that CX pays off, and what it takes to evolve from a traditional service provider into a true experience-driven business. Plus, they discuss how these insights apply beyond public companies, especially for broadband providers looking to increase ARPU, reduce churn, and build lasting customer relationships.
