WaterRemarks by Watermark Consulting

Volume 9 | Issue 4 | September 2017

Watermark On The Radio
Watermark Founder Jon Picoult was recently interviewed by Seattle newsradio station KOMO, where he described the surprising findings from our just-released 2017 Airline Customer Experience ROI Study.   Listen to the interview >>

Performance Gauge

The Folly Of Flawed Performance Metrics

Are your company's performance metrics truly aligned with the employee behavior you seek to promote?  For many firms, the answer is no, and that can severely undermine their customer experience.  Read more >>


Storm cloud


An active hurricane season has made for stormy times on the U.S. coast, reminding us of this article (in which we're quoted) that illustrates how stressful customer episodes can be turned into memorable brand experiences.  Read more >>



'Tis the season for 2018 planning.  If you've got customer experience initiatives, educational programs, or conference keynotes in mind -- talk to us.  We can help bring your ideas into focus and calibrate your budget.  Contact Watermark >>

You May Have Missed...
Noteworthy items from past newsletters:
Olive Garden's Recipe For Success.  Olive Garden's new owners have rejuvenated the restaurant chain and pulled off an unlikely turnaround.  It's how they crafted their plans for change that got our attention.   Read more >>
We Want Your Feedback (Well, Not Really).   What do you do when a company asks for your opinion and then refuses to let you voice it?  Here's a jaw-dropping example of customer survey design gone wrong.   Read more >>
WaterRemarks July 2017.  Did you miss the last issue of WaterRemarks?  No worries, catch up here.  Read more >> 
"We really don't think that customer service is an expense that you should try to minimize, it's really an investment in your brand.  The telephone is one of the best branding devices out there.  If you wow [customers] during that interaction, that's something they're going to remember for a very long time and tell their friends about . "

Tony Hsieh, CEO of Zappos, explaining his distaste for traditional operational performance metrics such as call time.

Source:  2009 Satmetrix Net Promoter Conference 


Watermark helps businesses impress customers,

inspire employees and improve brand loyalty.

Contact us to learn more.