WaterRemarks -- January 2021
News and views from customer experience advisory firm Watermark Consulting
Managing the Covid queue
The Covid Queue: How To Make "Waiting" A Better Experience
The pandemic has us all waiting more these days -- waiting for customer service to answer our call, waiting to enter a capacity-restricted store, waiting to schedule a Covid vaccine, etc. But there are some straightforward tactics businesses can employ to make queues a tolerable nuisance in the customer experience, rather than a defining characteristic.

[4 minute read]
Real estate transaction
Turning Real Estate Into A Really Good Experience
How can real estate professionals differentiate themselves in what is an undeniably crowded marketplace? That was the question Residential Specialist magazine posed to Watermark founder Jon Picoult, when they recently interviewed him for this feature article.

[6 minute read]
2021 Predictions
A Bold Customer Experience Prediction
From the WaterRemarks Classics Archive: It's that time of year, when Management Gurus and Customer Experience Experts release their predictions for trends on the horizon. Well, we consulted our crystal ball, too, but came up with a bit of a different take on what's in store for most companies in the coming year.

[3 minute read]
Calendar flipping
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, along with its top story: "The Most-Read Posts of 2020."

BY THE NUMBERS
45 pts

The disparity between the percentage of companies which view themselves to be customer-centric (75%) and the percentage of their customers who agree with that assessment (30%).

Source: "The Disconnected Customer," CapGemini (2017)
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