A More Employee-Friendly Approach To After-Hours Work E-Mails

That Saturday morning e-mail from your boss? The stress it creates can be easily avoided. It's yet another example of how subtle details in workplace interactions can have a big impact on the employee experience. [3 minute read]

Celebrating FROM IMPRESSED TO OBSESSED's One-Year Anniversary

One year ago today, Jon Picoult's book "FROM IMPRESSED TO OBSESSED: 12 Principles For Turning Customers And Employees Into Lifelong Fans" was released.  And what a year it's been, with the book earning wide acclaim from CEOs, bestselling authors, and other business luminaries.

How Disney World Shapes Customers' Memories

"Disney World was engineered to be hell on Earth."  That's a quote from Jon Picoult's recent interview on The Marketing Book Podcast, where he talked about how great companies sculpt customers' memories -- forging favorable impressions even in less-than-ideal conditions.  Click on the clip above to hear an excerpt, or use the button below to access the full interview. [100 minute show]

ICYMI:  What The Last Recession Tells Us About Surviving The Next One

It's not a question of "if" but rather "when" the next recession will hit. And, increasingly, economists are envisioning that happening sooner rather than later. How can you best protect your business from the worst effects of the looming downturn? Stock performance data from the Great Recession provides an important clue.  [4 minute read]

Did you miss out on last month's edition of WaterRemarks? No worries, here's a link to access the newsletter and its lead story: "The Harsh Truth About Customer Service Week."