What's a better customer experience worth? Now you can calculate it.

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WaterRemarks -- June 2026

News and views from customer experience advisory firm Watermark Consulting

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A Message From Watermark Founder Jon Picoult

"We don't have the budget for that."

Pitches for customer experience improvements are often met with that deflating response. But when it comes to making such funding decisions, many companies are missing the math that underlies Customer Experience ROI.

How to avoid that pitfall is the focus of this month's lead story -- and it comes complete with a CX ROI calculator that makes the financial return on these projects difficult to ignore.

Best regards,

Jon Picoult

Founder, Watermark Consulting

Author, From Impressed To Obsessed

What Is A Better Customer Experience Worth? Calculate The ROI For Your Business

When evaluating customer experience investments -- be it for anything from CX training and keynotes to CX evaluation and design projects -- companies often make funding decisions with incomplete information. If they knew the math they were missing, they'd wish they had greenlit more of these initiatives. Our new CX ROI Calculator helps you avoid that pitfall. [5 minute read]

How To Collect And Use Customer Feedback To Grow Your Business

How do you open up the "feedback spigot" and keep your finger on the pulse of your customers? In an interview with Paperless Post (the makers of a popular digital invitation software platform), Watermark founder Jon Picoult offered tips on how businesses large and small can stay in tune with their customers. [5 minute read]

Customers Are In The Driver's Seat, and Business Leaders Should Take Notice

What The Future Holds For Customer Experience

What should business leaders be preparing for in the future? That was among the questions Jon Picoult was asked on the "Punk CX" podcast (full episode here) -- listen to the interview clip for his answer. [1 minute clip]

Listen To The Clip

Missed The Last Edition Of WaterRemarks?

Did you miss out on our last edition of WaterRemarks? No worries, here's a link to access the newsletter and its lead story: "The 2026 Customer Experience ROI Study."

THE LAST WORD

"Would it matter to you if I told you I’m Pope Leo?"

-- Pope Leo's response to a banking call center representative who declined to update the pontiff's address and phone number, per his request, and instead advised that he'd need to visit a local branch to make the change.

Source: The New York Times (05.05.26)

Watermark helps companies impress customers, inspire employees and improve brand loyalty. Contact us to learn more.

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