WaterRemarks -- January 2022
News and views from customer experience advisory firm Watermark Consulting
A Message From Watermark Founder Jon Picoult
Welcome to the first edition of WaterRemarks for 2022!

The year got off to an exciting start, when my new book FROM IMPRESSED TO OBSESSED became an Amazon bestseller, cracking into the Top 10 for its category. Plus, the audiobook version was just released this month (more on that below).

The big focus for this edition of WaterRemarks, however, is a look back -- at our most-read articles of 2021. I'm sure you'll find some posts in that list that are new to you, and I'm certain that all of them contain insights that will help position you for even greater success in 2022.

Best regards,

Jon Picoult
Founder & Principal
Watermark Consulting
Top 10 banner
Top 10 Most-Read Posts of 2021
The tallies are in, and we're pleased to share this list of Watermark's most popular 2021 posts -- filled with insights that span the domains of Customer Experience, Employee Experience, and Leadership.
Dissatisfied customers
A Nation On Hold Wants To Speak With A Manager
Watermark founder Jon Picoult was interviewed by the New York Times for this article about the sad state of customer service during the pandemic, and the disturbing incivility it breeds. [10 minute read]
Audiobook cover
Listen To This!
Just released! -- The audiobook version of Jon Picoult's acclaimed book, FROM IMPRESSED TO OBSESSED. Learning how to set your business apart from the crowd has never been easier! This audiobook is like having Jon in the room, personally coaching you on the proven techniques that great companies use to turn everyday people into raving fans. 
Crystal ball
A Bold Prediction For 2022
From the WaterRemarks Classics Archive: It's that time of year again, when Management Gurus and Customer Experience Experts release their predictions for trends on the horizon. Well, we consulted our crystal ball, too, but came up with a bit of a different take on what's in store for most companies in the coming year. [3 minute read]
Ted Lasso
ICYMI: What's Your Personal NPS?
Most people say that, at one time or another, they’ve worked with a bad boss or a toxic colleague. Yet no one thinks that they are a bad boss or a toxic colleague. That math doesn’t add up, and -- as Jon Picoult explains in this article for Fortune magazine -- it underscores the importance of thinking about one's "Personal Net Promoter Score." [3 minute read]
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 and its lead story: "A One-Question Litmus Test For Customer-Centricity."
THE LAST WORD
“You’re looking at someone and thinking, ‘I don’t think this is about the cheese.'"

-- Anna Luna, an employee at a Minnesota grocery store, describing her thoughts as a customer in his 60s had a full temper tantrum because the store didn't have the expensive imported cheese he wanted. (See related article above: "A Nation on Hold Wants to Speak with a Manager.")

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