One Word That Sparks Insight & Innovation

Want to spark customer-centric innovation within your business? There's a surprisingly simple way to do it: Listen for a single word uttered by your staff when they speak to customers. And that word is? No. [3 minute read]

A Wake-Up Call For Companies: Rethink What Your Customers Really Care About

With this month's lead story focused on customer insight, it's a good time to share this clip from one of Watermark founder Jon Picoult's recent keynotes. In it, he highlights a common pitfall that leads many businesses to lose sight of what really matters to their customers. [1 minute video]

ICYMI: Why Customer Experience Quality Is Simultaneously Soaring And Plummeting

Two closely-watched measures of consumer satisfaction are showing very different results -- one indicating that customer experience quality is at an all-time high, the other that it is at an all-time low. In this article, we try to make sense of the conflicting signals. [4 minute read]

Creating A Hassle-Free Customer Experience

How do you make it so refreshingly easy for customers to do business with you that they can't help but want to work with you again and refer others to you? In this case study, see how we helped a Watermark client accomplish precisely that -- creating a better and more effortless customer experience that could actually be delivered at a lower cost. [1 minute read]

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: "3 Steps To Creating Lifelong Fans."