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WaterRemarks -- February 2025

News and views from customer experience advisory firm Watermark Consulting

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A Message From Watermark Founder Jon Picoult

I guarantee you'll enjoy this month's newsletter... because it's all about guarantees!


Product and service guarantees can be powerful tools for cultivating customer trust. But as this month's lead article explains, business leaders often overlook the biggest benefit of a guarantee -- and that benefit may surprise you.


Best regards,



Jon Picoult

Founder, Watermark Consulting

Author, From Impressed To Obsessed

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]

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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]

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Why "Customer Experience" Is Bigger Than "Customer Service"

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]

Book Jon For Your Next Event

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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Calendar flipping

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: "One Word That Sparks Insight & Innovation."

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THE LAST WORD

"The greatest satisfaction in life comes from being of service to others."


-- Horst Schulze, Co-founder of The Ritz-Carlton Hotel Company

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