Airlines are rarely held up as exemplars of customer experience, but in one important respect the industry deserves such recognition.
![Profile picture for user JonPicoult](/sites/default/files/styles/medium_5x4/public/pictures/2022-01/JonPicoult.jpg?itok=58SNluFQ)
Jon Picoult
Jon Picoult is the founder of Watermark Consulting, a customer experience advisory firm specializing in the financial services industry. Picoult has worked with thousands of executives, helping some of the world's foremost brands capitalize on the power of loyalty -- both in the marketplace and in the workplace.