WaterRemarks -- July 2020
News and views from customer experience advisory firm Watermark Consulting
One Word That Sparks Customer-Centric Innovation
How can you reveal game-changing customer insights that drive business innovation and fuel growth? Turns out the answer can often be found right under your "no's."

[3 minute read]
Reveal unmet customer needs.
The Problem With Virtual Events -- And How To Solve It
Many virtual meetings aren’t ready for prime time. In this article, Watermark founder (and keynote speaker) Jon Picoult recounts his own experiences as a virtual conference audience member, and explains how meeting organizers can get to a better place.

[5 minute read]
Virtual events and conferences.
The Most-Read Articles Of The Year (So Far)
With the year half over, we looked at which WaterRemarks articles were most popular with our readers. Based on your viewing habits, these are the Top Five.

[2 minute read]
Most popular posts
A "GPS Roadmap" For Customer Experience Transformation
Imagine having "turn-by-turn" directions for transforming your company's customer experience into its greatest competitive advantage. That's what Watermark's "CX Reality Check" provides, as this case study illustrates.

[2 minute read]
Case Study
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: "What The Last Recession Reveals About Surviving This One."

BY THE NUMBERS
Number
The average number of times that customers have to contact a company in order to resolve a complaint. (No, the third time is NOT the charm!)

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