WaterRemarks -- March 2021
News and views from customer experience advisory firm Watermark Consulting
NTSB investigators on the job
The Key To Continuous Business Improvement? Think Like The NTSB.
Airlines rightfully take a lot of flak for the poor quality of their customer experience.  But the aviation industry does excel in one critical aspect of customer experience management, and it's something every company should model.

[4 minute read]
Customer experience training
10 Tips For Delivering Effective Customer Experience Training
In a recent Gartner Research survey, Human Resources leaders said that staff training would be their top 2021 priority, as companies try to position themselves for a strong post-pandemic rebound. If customer experience training is on your radar, check out these ten tips for making it a successful endeavor.

[7 minute read]
Webinar: Strengthening Customer Loyalty During Challenging Times
What's the secret behind companies that don't just survive, but thrive during challenging economic times? Watermark founder Jon Picoult provides the answer in this free webinar sponsored by Goodman Speakers. (Unsurprising spoiler alert: It has something to do with customer experience!) Mark your calendar -- Wed Mar 24 | 2:00-2:45pm ET -- and save your spot using the registration link below.

[1 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: "Peloton's Predicament -- What To Do When Demand Outstrips Supply."

THE LAST WORD
“More companies are also looking at customer experience as a competitive advantage as they face a period of post-pandemic economic uncertainty.”

-- Deborah Alvord, Senior Director & Analyst, Gartner

Source: The Wall Street Journal (Mar 3, 2021)
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