WaterRemarks -- July 2022
News and views from customer experience advisory firm Watermark Consulting
A Message From Watermark Founder Jon Picoult
For an astounding six years in a row, automaker Tesla has earned the #1 spot in Consumer Reports' annual Car Owner Satisfaction Survey.

How do they do it?

In this month's lead story, we take a peek under the hood and reveal some of Tesla's customer experience design secrets. They're strategies that can be applied to any business -- including yours.

Best regards,

Jon Picoult
Founder & Principal
Watermark Consulting
Tesla showroom
Tesla's Trillion Dollar Customer Experience
Late last year, Tesla become only the fifth company in history to attain a $1 trillion market capitalization. But if you peek under the hood, what's driving that exceptional growth? It's a distinctive customer experience that deviates from all the traditional norms of the automotive industry. [5 minute read]
The Origin Story Of Watermark's Customer Experience ROI Study
In the above clip from his interview on the "Net Promoter System" podcast, Watermark founder Jon Picoult explains how his firm's landmark Customer Experience ROI Study was born out of his personal frustration with customer experience skeptics. [48 minute show]
ICYMI: The Great Debate -- Should Customer Experiences Be Effortless Or Exceptional?
There are two distinct schools of thought in the customer experience world, and they seem to be at odds with one another. One says the key to business success is in the delivery of exceptional, delightful customer experiences. The other says it's all about making things easy and effortless. Which is the correct strategy? In this article for Destination CRM, Jon Picoult offers a surprising answer. [5 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: "What The Last Recession Tells Us About Surviving The Next One."
THE LAST WORD
"We think healthcare is high on the list of experiences that need reinvention."

-- Neil Lindsay, senior vice president of Amazon Health Services, commenting on Amazon's just-announced $3.9 billion deal to buy One Medical, a membership-based primary care practice known for its differentiated patient experience.

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