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 >>
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 >>
'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.)