WaterRemarks -- March 2022
News and views from customer experience advisory firm Watermark Consulting
A Message From Watermark Founder Jon Picoult
I'm often asked, "Why don't more companies focus on customer experience?" While there are several answers to that question, one of them is the focus of an article in this month's newsletter: consumer inertia.

Read on to learn more about that, but suffice it to say that all of us, as consumers, have the power to compel businesses to deliver a better customer experience. We just have to make the conscious choice to exercise that power -- which is sometimes easier said than done.

Best regards,

Jon Picoult
Founder & Principal
Watermark Consulting
Enjoy technology rep works with customer
How Apple's Former Retail Chief Is Again Redefining The Customer Experience
With his new company, Enjoy Technology, former Apple retail chief Ron Johnson is again trying to put his stamp on customer experience. This time, however, he's helping other companies to leave great impressions on their customers -- using techniques that can be applied to most any business, including yours. [4 minute read]
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Workers Are Flexing Their Muscles. Now Customers Should, Too.
Just as workers, via the Great Resignation, are leveraging their collective clout to force improvements in the Employee Experience, consumers can do the same to compel improvements in the Customer Experience. Sometimes, however, consumer inertia gets in the way -- and, sadly, that's what many companies count on when delivering a sub-par customer experience. [4 minute read]
ICYMI: "The Leadership Podcast" Interviews Jon Picoult
In the midst of the Great Resignation, how can companies attract and retain the best employees? Treat them like customers. That's Jon Picoult's advice in this wide-ranging podcast interview (play sample clip above), where he explains the many parallels between creating engaged customers and creating engaged employees. [45 minute show]
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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 and its lead story: "5 Psychology-Based Ways To Make Customers Obsessed With Your Product."
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.