3 Steps To Creating Lifelong Clients

Watermark founder Jon Picoult recently conducted a Customer Experience Workshop for members of the Design Leadership Network, a collective of some of the world's premier architects and interior designers. In this article for the group's Quarterly magazine, Jon describes three proven techniques that professional service businesses can use to turn everyday clients into ardent brand advocates. [3 minute read]

The Haunting Of Spirit Airlines

With Spirit Airlines' recent bankruptcy filing, it seemed like a good time to recirculate this article we posted a few years ago. It describes the "cognitive scars" that can be left by poor customer experiences -- a dynamic that no doubt contributed to Spirit's downfall. [4 minute read]

Why You Might Be Wasting Your Money On Customer Experience

In this clip from Jon Picoult's interview on the Strategy Skills podcast, he describes the #1 predictor of success for any customer experience improvement effort -- and admonishes business leaders to pass on CX differentiation if they don't see this marker in their organization. [55 minute show]

Is Your Company On The Naughty List?

From the WaterRemarks Classics archive: What would Santa say to all those companies on the Naughty List, the ones that leave customers more frustrated than festive? The answer lies in this amusing, poetic take on what ails businesses today.  [4 minute read]

This Holiday Season, Give The Gift Of Customer Obsession

What better gift for the business professionals on your holiday list than the definitive roadmap for turning customers and employees into lifelong fans? Check out Jon Picoult's book "FROM IMPRESSED TO OBSESSED" -- an Amazon bestseller that was also featured in The Wall Street Journal as a top reading pick. 

Missed The Last Edition Of WaterRemarks?

Did you miss out on our last edition of WaterRemarks? No worries, here's a link to access the newsletter and its lead story: "The One Chart Every Business Should Study."