WaterRemarks -- November 2020
News and views from customer experience advisory firm Watermark Consulting
The Dark Side Of Customer Experience
When it comes to driving business success, customer experience design can be an enormously valuable tool -- but also a potentially nefarious one. That's the key lesson from Watermark founder Jon Picoult's latest article for Forbes.

[5 minute read]
The Dark Side of Customer Experience
Is It Safe To Speak? How To Encourage Healthy Debate
Employees are reluctant to voice dissenting opinions with executives. How, then, can leaders make good, informed decisions? Here's an unconventional way to foster constructive internal debate.

[4 minute read]
Leader fostering open debate
Case Study: $100M+ Of Improved Customer Retention
Concerned with high attrition rates, this Fortune 500 company sought to stem customer defections and enlisted Watermark for help. The resulting business improvement was striking.

[2 minute read]
Case study
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: "Middle Seat Mayhem: Airlines' Customer Experience Chasm."
THE LAST WORD
"Courtesy disconnect."

-- An Internal Revenue Service (IRS) euphemism, describing when the agency hangs up on taxpayers in order to manage incoming call volumes.

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