The Hidden Value Of Service Guarantees

Guarantees can be great marketing tools, but their true power comes from how they shape a company’s internal decision making. Why? Because guarantees are great at doing something that's notoriously difficult: They quantify the cost of customer experience failure. [3 minute read]

6 Keys To Creating Powerful Guarantees

Poorly designed product or service guarantees can harm a business more than it helps. Follow these tips to create guarantees that become competitive game-changers instead of customer dissatisfiers. [3 minute read]

Wrap Rage And The True Meaning Of Customer Experience

Where many companies go wrong is they think that customer experience is synonymous with customer service. But nothing could be further from the truth, as Jon Picoult illustrates in this keynote clip that highlights Amazon's response to the amusing phenomenon of "wrap rage." [4 minute video]

Improving Customer Retention And Cultivating Customer Loyalty

Concerned with high attrition rates, our Fortune 500 client sought to stem customer defections and enlisted Watermark for help. The resulting business improvement was striking, generating over $100 million in free cash flow. [1 minute read]

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