The Harsh Truth About "Customer Service Week"

View as Webpage

WaterRemarks -- October 2022

News and views from customer experience advisory firm Watermark Consulting

CONSULTING | KEYNOTES | WORKSHOPS

Explore Our Services

A Message From Watermark Founder Jon Picoult

It’s time for the annual ritual of Customer Service Week (Oct 3-7) – a five day period each year when business leaders worldwide unite to celebrate a group of employees (and an entire organizational function) that they tend to disregard the other 51 weeks of the year.

That's the harsh truth at many organizations, but as this month's lead story describes, it doesn't have to be that way.

Best regards,

Jon Picoult

Founder & Principal

Watermark Consulting

The Harsh Truth About "Customer Service Week"

Here's the fundamental problem with Customer Service Week: Companies that celebrate customer-centricity one week a year aren’t customer-centric at all. But you can change that. Here are five ways leaders can demonstrate a more genuine commitment to service excellence. [5 minute read]

The Best Service Recovery Story... Ever!

Looking to energize your team during this month's Customer Service Week? Share this clip from one of Jon Picoult's keynote programs. In it, he tells his classic story of customer service recovery, illustrating how great customer experiences are sometimes shaped by subtle but unforgettable gestures. [8 minute video]

Watch The Video

CRM Magazine Features Jon Picoult's Book, FROM IMPRESSED TO OBSESSED

In this interview with CRM Magazine, Jon Picoult elaborates on his new book's provocative premise -- that customer satisfaction isn't the right goal for any business. [4 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: "Southwest's Customer Experience Coup."

THE LAST WORD

"A great restaurant doesn’t distinguish itself by how few mistakes it makes but by how well they handle those mistakes."

-- Danny Meyer, founder of the Union Square Hospitality Group, and one of the most influential restauranteurs in modern dining.

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

www.watermarkconsult.net | 860.658.4381 | hello@watermarkconsult.net