WaterRemarks -- May 2020
News and views from customer experience advisory firm Watermark Consulting
The Inconvenient Truth About Customer Experience Strategies
Business leaders might be reluctant to admit it, but there's a simple reason why many customer experience strategies fail to deliver their desired results -- and it's a pitfall that's amplified during times of crisis.

The Truth About CX Strategies
5 Ways To Create A "Wow!" Customer Experience
Authority Magazine recently sat down with Watermark founder Jon Picoult. In this wide-ranging interview, Picoult talks about his personal backstory, and also highlights five actions every business leader should take to strengthen the customer experience.

Jon Picoult onstage
The Jobless Won't Forget Your Help
From the WaterRemarks Classics Archive: With the ranks of the unemployed swelling, what can you do to help those displaced? In this article for The New York Times (written shortly after the Great Recession), Watermark founder Jon Picoult invokes principles of brand loyalty to explain why aiding the jobless is far more than an act of charity -- it's smart business.

Unemployment application
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: "How To Build Customer Loyalty In Tough Times."

THE LAST WORD
"M ost consumers want to stay loyal to brands, but they are being driven away by poor customer experiences and ineffective service ."

-- Paul Bernard, CEO of CallMiner, describing the key finding from his company's just-released study, the " 2020 Churn Index ."
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