How Starbucks' New CEO Is Brewing Employee Trust

When Starbucks' incoming CEO, Laxman Narasimhan, joined the company late last year, he made an interesting (but very deliberate) choice about where to spend his time. As Jon Picoult describes in his latest Forbes column, Narasimhan's approach is one that every business leader would be wise to emulate. [4 minute read]

To Build Customer Loyalty, Don't Just Create Experiences... Create Memories

What could be more important than your company's customer experience? How people remember it. In this clip from one of his recent keynotes, Jon Picoult explains the critical role of memory-making in effective customer experience design. [2 minute video]

Good Customer Experience Design Is About Much More Than "Find & Fix"

If you're orienting your customer experience improvement efforts purely around the elimination of customer pain points, then you're likely missing big opportunities to truly set your business apart from the crowd. That's among the topics Jon Picoult covered in this interview on the "Helping Sells" podcast. Click on the clip above to hear an excerpt, or use the button below to access the full interview. [52 minute show]

A Future-State Customer Experience Blueprint

When a leading provider of travel and automobile repair services struggled to compete in a highly commoditized market, they came to Watermark for help. The end result? A better and more differentiated customer experience that helped increase same-store sales by 10% and company profits by 150%. [2 minute read]

ICYMI: Last Month's Edition Of WaterRemarks

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: "Stop Wasting Your Money On Customer Experience."