WaterRemarks -- February 2022
News and views from customer experience advisory firm Watermark Consulting
A Message From Watermark Founder Jon Picoult
Have you ever said, "I'll get back to you soon" to a customer or colleague who's reached out to you for help?

Well, you might not have realized it, but that simple phrase actually makes the experience you're providing feel less pleasant.

In this month's lead story (from an article I wrote for Inc. magazine), I explain the psychology behind that dynamic -- as well as share other science-based "hacks" for creating great, memorable impressions on all the people you and your business serve.

Best regards,

Jon Picoult
Founder & Principal
Watermark Consulting
Psychology Head Gears
5 Psychology-Based Ways To Make Customers Obsessed With Your Product
Jon Picoult's new customer experience book, FROM IMPRESSED TO OBSESSED, is organized around 12 psychology-based principles. However, the book is filled with over one hundred examples of how to put those principles into practice. In this article for Inc. magazine, Jon shares a few of those experience-enhancing tactics. [3 minute read]
Leadership Podcast banner
How To Attract Talent And Absolutely Win Lifelong Fans
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, where he explains the many parallels between creating engaged customers and creating engaged employees. [45 minute show]
Raving fans
Raving Fans? Check.
Please indulge us as we engage in a moment of shameless self-promotion: In 2021, Watermark earned a perfect Net Promoter Score of 100% from its clients. But that's only one-tenth of the story. [1 minute read]
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ICYMI: A One-Question Litmus Test For Customer-Centricity
Lots of businesses say they put customers first -- but do they really? In this article for Entrepreneur magazine, Jon Picoult proposes a single question that can help reveal just how customer-oriented a business truly is. [4 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: "Our Top 10 Most-Read Posts Of 2021."
THE LAST WORD
“If you’re thinking about it in the short term, I think you’re mis-stepping. If that customer experience is great during this time, they’ll be with you."

-- Jack Hollis, Toyota Motor North America’s senior vice president of auto operations, criticizing how some car dealerships are taking advantage of their pandemic-induced market power by charging consumers thousands of dollars above the manufacturer's suggested retail price (MSRP).

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