We Are Experiencing Higher Than Normal Call Volumes
Why are businesses subjecting people to long, frustrating customer service wait times? And what can companies do to improve that experience? Toronto's 570 News Radio interviewed Watermark founder Jon Picoult to find out.
From furniture pieces to barbecue grills to swing sets, the product assembly experience can be a frustrating one for customers. It’s a touchpoint that's ripe for reinvention, and one Texas startup might just have the solution.
The Great Insurance Debate: Who Owns The Customer?
For as long as insurers have distributed products through intermediaries, a polarizing question has dogged the industry: Who owns the customer? But, as Watermark's Jon Picoult explains in this piece for Carrier Management magazine, that's not even the right question to ask.
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: "The One Word That Sparks Customer-Centric Innovation."
The proportion of website visitors who are unable to find the information they need online, and then end up calling phone-based customer service, anyway.
Source: Corporate Executive Board (2010)
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