WaterRemarks -- May 2021
News and views from customer experience advisory firm Watermark Consulting
Chief Financial Officer
Picoult In Harvard Business Review: The CFO's Role In Customer Experience
When companies think about the executives who should drive customer experience differentiation, CMOs, COOs, and CCOs (Chief Customer Officers) often come to mind. The CFO, however, plays a critical role, too, as Watermark founder Jon Picoult explains in this Harvard Business Review white paper.

[10 minute read]
Disclosure fine print
Amazon Prepares For The Zombie Apocalypse (And Pokes Fun At "Fine Print" Doing It)
Many industries, from financial services to real estate to telecom, rely on written consumer disclosures to foster transparency and trust. But disclosures, and the fine print associated with them, often have the opposite effect -- a point underscored by a highly unusual clause in Amazon's Terms of Service agreement.

[5 minute read]
Case study -- effortless customer experience
Creating An Effortless Customer Experience
A truly effortless customer experience helps turn more sales prospects into customers, and more customers into raving fans. Learn how Watermark helped a Fortune 10 company orient its entire, far-flung operations around the "effortless" concept -- ultimately allowing the firm to deliver a better customer experience at a lower cost.

[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: "Jeff Bezos Signals A Huge Shift In Amazon's Longstanding Mission."

THE LAST WORD
“When we invest in our [employees] and put them in the position to do the best job they can in serving our customers... our traffic goes up, our sales go up.”

-- Kevin R. Johnson, CEO of Starbucks, explaining why the company has increased wages and benefits for its employees.

Source: Wall Street Journal (May 8, 2021)
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