WaterRemarks -- October 2021
News and views from customer experience advisory firm Watermark Consulting
Facebook Stories Smart Sunglasses
The Surprising Flaw In Facebook's Smart Sunglasses
In September, Facebook launched a line of camera-enabled smart sunglasses in partnership with eyewear maker Ray-Ban. The biggest customer experience challenge for the product will surprise you -- and it's a fascinating example of why there's more to customer experience than meets the eye. [3 minute read]
Customer Experience ROI
The Pivotal Role Of Customer Experience In Driving Business Results
JUST RELEASED -- Watermark's 2021 Customer Experience (CX) ROI Studies! They provide the strongest support yet for why every business should make differentiating their customer experience a top priority. In addition to our now-famous Cross-Industry ROI Study, there are also industry-specific versions of the study for Airlines, Insurance, and Wealth Management.
Jon Picoult book reveal
Book Release -- One Week Away!
We are just one week away from the release of Watermark founder Jon Picoult's highly anticipated new book, "FROM IMPRESSED TO OBSESSED: 12 Principles for Turning Customers and Employees into Lifelong Fans." The book has earned rave reviews from Fortune 500 CEOs and management gurus. It will fundamentally change how you think about creating a thriving, beloved business.
Academy Webinar Promo
Upcoming Event: The Cognitive Science Behind A Great Customer Experience
In this free webinar sponsored by Beyond Insurance (October 28 | 2pm ET), Jon Picoult will share insights from his new book, revealing how widely-admired, successful businesses leverage cognitive science to turn everyday customers into lifelong fans.
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 Haunting of Spirit Airlines."
THE LAST WORD
“If you're aspiring to satisfy your customers, then you are aspiring to mediocrity.”

-- The opening line of Watermark founder Jon Picoult's new book, "FROM IMPRESSED TO OBSESSED: 12 Principles for Turning Customers and Employees into Lifelong Fans."

Source: From Impressed To Obsessed (McGraw-Hill, November 2021)
Watermark helps companies impress customers, inspire employees and improve brand loyalty. Contact us to learn more.