WaterRemarks by Watermark Consulting

Volume 8 | Issue 5 | October 2016

Clear Rx Prescription Bottle  
Bottling A Great Customer Experience
Someone's figured out how to bottle a great customer experience.  No, this isn't a magic elixir that turns customer disappointment into delight.  This is, quite literally, a bottle that delivers a great customer experience.   Read more >>

Goals Gone Wild

Wells Fargo Debits Its Brand Account

Wells Fargo's brand has lost a bit of its luster, with the revelation that bank employees engaged in illegal sales practices to meet aggressive cross-selling goals.  Four years ago this week, we posted a piece called "Goals Gone Wild!"  Seems like an ideal time to revisit that topic.  Read more >>


Keynote speaker

Need A Speaker?

Watermark's conference keynotes and educational programs will focus your organization on what matters most -- the customer experience you deliver, and the people who deliver it.  Read more >>


Budget planning


'Tis the season for 2017 planning.  If you've got customer experience initiatives, educational programs, or conference keynotes on the drawing board -- talk to us.  We can help bring your ideas into focus and calibrate your budget estimates.  Contact Watermark >>

You May Have Missed...
Noteworthy items from past newsletters:
Want Happy Customers?  Service Is The Key.   NBC News spoke with Watermark Founder Jon Picoult about his firm's most recent Customer Experience ROI Study.   Read more >>
A Surprising Way To Cut Costs.   Need to cut costs in your business?  Try delivering a better customer experience.  It's counterintuitive but true:  a great customer experience can cost less in the long run.   Read more >>
WaterRemarks July 2016.  Did you miss the last issue of WaterRemarks?  No worries, catch up here.  Read more >> 
" There was no incentive to do bad things. "

Wells Fargo CEO John Stumpf, defending the company in light of allegations that employees opened bank and credit card accounts without customers' knowledge.  (See related story, above.)

Source:  The Wall Street Journal (09.13.16)


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inspire employees and improve brand loyalty.

Contact us to learn more.