WaterRemarks by Watermark Consulting

Volume 9 | Issue 1 | January 2017

Customer Research Questionnaire  
Why Customer Research Is Flawed
What do Coca-Cola, Wal-Mart and U.S. election pollsters have in common?  They were all led astray by an inherent flaw in traditional research methods.  Might your customer research be similarly affected?   Read more >>

Toxic Warning Sign

The Beaten Path of a Toxic Culture

How can a toxic culture develop in a way that is diametrically opposed to everything a company's leaders supposedly say and stand for?  Watermark Founder Jon Picoult answers this question in his latest New York Times article.  Read more >>



Please indulge us as we engage in a moment of shameless self-promotion:  In 2016, Watermark Consulting earned a perfect Net Promoter Score of 100% from its clients.  But that's only one-fifth of the story.  Read more >>



Kick Off 2017 With Some Inspiration

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 >>

You May Have Missed...
Noteworthy items from past newsletters:
Invasion of the Annual Reviews.   With Annual Performance Review season upon us, it's a good time to revisit this New York Times article, for which Watermark's Jon Picoult was interviewed.   Read more >>
Who Owns The Customer (Experience)?   For firms that sell through intermediaries, "who owns the customer" can be a controversial topic.  But the more important question might be, "who owns the customer experience?"   Read more (PDF) >>
WaterRemarks October 2016.  Did you miss the last issue of WaterRemarks?  No worries, catch up here.  Read more >> 
"We see our customers as invited guests to a party, and we are the hosts.  It's our job every day to make every important aspect of the customer experience a little bit better . "

Jeff Bezos, Founder & CEO of Amazon


Watermark helps businesses impress customers,

inspire employees and improve brand loyalty.

Contact us to learn more.