The One Chart Every Business Should Study

One simple chart illustrates what companies stand to gain from a great customer experience, and what they stand to lose from a poor one. That's the focus of this guest post that Watermark founder Jon Picoult wrote for All American Entertainment (one of the speakers bureaus that represents him for keynote engagements). [5 minute read]

5 Ways To Make Every Week Feel Like Customer Service Week

Next week, companies worldwide will celebrate the annual ritual of Customer Service Week -- a five day period each year when business leaders unite to recognize a group of employees (and an entire organizational function) that they tend to disregard the other 51 weeks of the year. Seriously, that's the harsh truth at many organizations... but it doesn't have to be that way. [5 minute read]

Where Should "Customer Experience" Fit Within Your Org Chart?

One challenge many CEOs struggle with is figuring out where within their org chart a customer experience function should reside. Should it be positioned in Marketing? Operations? Customer Service? Somewhere else? It's one of the many topics Jon Picoult addressed during his appearance on the Customer First Thinking podcast. [69 minute show]

ICYMI: A Self-Checkout That Customers Love? This Company Created It.

Behold a self-checkout customer experience that’s worth checking out – not just for the innovation it represents, but also for the approach used to design it. [5 minute read]

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: "The 2024 Customer Experience ROI Study."