A Road To Nowhere: Why Customer Journey Maps Fail To Deliver Results

A stunning 83% of companies report disappointing results from their customer journey mapping efforts. In his latest Forbes column (republished here on Watermark's paywall-free blog), Jon Picoult describes how your organization can avoid a similar fate. [3 minute read]

If Customer Journey Maps Won't Get You To Your Destination, Then What Will?

If journey maps are not the ideal tool for cultivating customer insights and driving CX improvements, then what is? In this article, we describe Watermark's preferred alternative -- a methodology that evaluates the customer experience at a far more granular level, thereby revealing issues and opportunities that other tools fail to uncover. [2 minute read]

The Power Of Gratitude: Why A Little Thanks Goes A Long Way

Gratitude is good... but do you know why? With our U.S.-based readers having recently celebrated the Thanksgiving holiday, it's an ideal time to reflect on the power of gratitude and its ability to strengthen engagement with customers, colleagues, and employees. [2 minute read]

Watermark In The Press: How To Grow Fast Without Breaking Things (Inc. Magazine)

How do you supercharge your company's growth? It's a question that every business leader wrestles with at one time or another. Watermark's Jon Picoult was among the experts featured in this Inc. magazine article which outlines a variety of tips for accelerating growth. [7 minute read]

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: "The Top 10 Ways To Spook Your Customers."