WaterRemarks -- September 2020
News and views from customer experience advisory firm Watermark Consulting
Why Work-From-Home Might Not Work: The Looming Risk For Employers
Encouraged by work-from-home efficiencies, companies are barreling forward to make those arrangements permanent. But as Watermark founder Jon Picoult explains in his latest Forbes column, they could be miscalculating, ultimately boosting turnover instead of productivity.

[2 minute read]
Person working from home
How Insurers Can Build Trust Through Customer Advocacy
Consumers tend to view insurers with suspicion. After all, the less claims these companies pay, the more profitable they are. That's a tough customer experience challenge and, as Jon Picoult describes in this article for Carrier Management magazine, it underscores why insurers must demonstrate their advocacy for policyholders in tangible, compelling ways.

[8 minute read]
Insurance policy
Speed Up Or Slow Down: CX Investment In A Recession
In the grips of a recession, companies rethink their spending on practically everything -- including customer experience (CX) improvements. But as data from the last economic downturn illustrates, pulling back on CX investments during a recession could be a fateful decision.

[3 minute read]
Economic downturn
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: "We're Experiencing Higher Than Normal Call Volumes (No, You're Not)."
THE LAST WORD
"Any business that has delighted customers has a salesforce out there. You don't have to pay them, you don't see them, but they're talking to people all the time."

-- Warren Buffett, legendary investor and CEO of Berkshire Hathaway, explaining why businesses shouldn't just satisfy their customers, but rather, should delight them.
Watermark helps companies impress customers, inspire employees and improve brand loyalty. Contact us to learn more.