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 his latest Forbes column (republished here on our paywall-free blog), Watermark founder Jon Picoult tries to make sense of the conflicting signals. [4 minute read]

Customer Service Week Is Fast Approaching. Have You Booked A Speaker?

The annual celebration of Customer Service Week (held this year October 7-11) is just a few months away! Every October, companies around the globe use this yearly ritual to refocus their organizations around the customer service imperative (often by enlisting outside speakers). In this speech clip, Jon Picoult explains why companies should focus not just on customer service, but on customer experience. [4 minute video]

How To Make The Case For Customer Experience Investments

When trying to justify customer experience investments, many companies focus on the revenue impact of CX improvements. However, projecting sales increases can be challenging (and difficult to defend). The solution? Ensure your business case also considers the influence of CX improvements on operating expenses. As Jon Picoult explained when he was a guest on the Doing CX Right podcast, this is a significant part of the Customer Experience ROI equation, and one that's often easier to quantify. [31 minute show]

ICYMI: A Road To Nowhere -- Why Customer Journey Maps Fail To Deliver Results

A stunning 83% of companies report disappointing results from their customer journey mapping efforts. Here's how your organization can avoid a similar fate. [3 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: "Goals Gone Wild: The Delicate Art Of Setting Performance Objectives."