WaterRemarks -- October 2020
News and views from customer experience advisory firm Watermark Consulting
Middle Seat Mayhem: Airlines' Customer Experience Chasm
The pandemic has laid bare the stark differences between how the best and worst airlines approach customer experience -- and therein lies an important lesson for all companies.

[5 minute read]
Airline middle seat booking
The Key To Handling High Customer Call Volumes
When customer contact volumes swell, many companies rely on "deflection" -- shifting inquiries to a cheaper, automated platform. But that strategy has an important downside, and there's a better way to solve the problem.

[6 minute read]
The stress of high call volumes
The Surprising Truth About "Customer Experience (CX) Day"
Earlier this month, companies around the world touted their customer-centricity during the annual celebration of "CX Day." But if you really want to spot firms that are customer-centric, look at what they do the day after CX Day.

[2 minute read]
Customer Experience Day
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: "Why Work-From-Home Might Not Work: The Looming Risk For Employers."
THE LAST WORD
"We take most of the money that we could have spent on paid advertising and instead put it back into the customer experience. Then we let the customers be our marketing. Historically, our number-one growth driver has been from repeat customers and word-of-mouth."

-- Tony Hsieh, Founder and (recently retired) CEO of Zappos
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