Stop Wasting Your Money On Customer Experience

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WaterRemarks -- February 2023

News and views from customer experience advisory firm Watermark Consulting

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A Message From Watermark Founder Jon Picoult

This past week I learned that a column I'd written years ago for the insurance publication Carrier Management magazine was among their Top 100 most popular articles of the last decade.

It's a provocative piece that should be of interest to any business leader who's contemplating using "customer experience" as a strategic differentiator. An updated version of the article is this month's lead story.

Also included in this issue -- my new 2023 Speaker Preview Reel, which provides a glimpse at the kind of content Watermark delivers through its conference keynotes and educational workshops. Those programs can be great first steps for elevating your organization's customer experience to a new level.

Best regards,

Jon Picoult

Founder & Principal

Watermark Consulting

Best Articles Of The Decade: "Stop Wasting Your Money On Customer Experience"

In celebration of its 10th anniversary, Carrier Management magazine has released a special issue featuring its Top 100 most popular articles of the last decade. Among those on the list is this classic from Watermark founder Jon Picoult, in which he offers some surprising and sobering advice to business leaders. [4 minute read]

Jon Picoult's 2023 Speaker Preview Reel

Imagine being the company everyone wants to do business with, or the employer everyone wants to work for, or the leader everyone wants to follow. That's precisely what Jon Picoult's keynotes and workshops help Watermark's clients achieve. Get a glimpse at his programs via this newly released compilation of clips. [4 minute video]

Watch The Video

ICYMI: 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]

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: "4 Important Leadership Lessons From Southwest's Holiday Meltdown."

THE LAST WORD

"[Conducting a survey and not taking action] is like pulling a pin on a grenade and not throwing it."

-- Talent management consultant Leigh Branham, commenting on how many companies conduct employee engagement surveys but then fail to act on the resulting insights. (We agree, and would add that the statement also applies to customer surveys!)

Source: New York Times (January 30, 2023 )

Watermark helps companies impress customers, inspire employees and improve brand loyalty. Contact us to learn more.

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