WaterRemarks -- December 2021
News and views from customer experience advisory firm Watermark Consulting
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How Customer-Centric Is Your Business? Consider This One Question To Find Out
Lots of businesses say they put customers first -- but do they really? In this article for Entrepreneur magazine, Watermark founder Jon Picoult suggests a one question litmus test that can help reveal just how customer-oriented a business truly is. [4 minute read]
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Podcast Interview: All Things Considered CX
In this recent interview on the "All Things Considered CX" podcast, Jon Picoult talks about -- well, all things CX! -- including the two words that should be stricken from every organizational leader's vocabulary. Plus, he describes the "origin story" of the now famous Watermark Consulting Customer Experience ROI Study. [35 minute episode]
Jon Picoult New Website
NEW! -- Jon Picoult's Speaker Website
Considering inviting Jon Picoult to speak at your next conference or company meeting? Check out his new speaker website, where you'll find video clips, program descriptions, client testimonials, and more.
Santa Speaks Out
From the WaterRemarks Classics archive: What would Santa say to all those companies on the Naughty List, the ones that leave customers more frustrated than festive? The answer lies in this amusing, poetic take on what ails businesses today.
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Holiday Gift Idea: Turn Your Customers and Employees Into Lifelong Fans
What better present for yourself -- or the businesspeople on your holiday gift list -- than the definitive guide for turning customers, colleagues, and employees into lifelong fans. An Amazon #1 New Release, Jon Picoult's book, FROM IMPRESSED TO OBSESSED, will fundamentally change how you think about building a beloved business.
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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's Your Personal Net Promoter Score?"
THE LAST WORD
“What I’ve been telling bankers is, ‘Do the right thing,’ because you want your reliance to be on revenues you feel good about. And this is part of the problem with traditional overdrafts. It’s quote-unquote legal but it hurts people.”

-- Michael Hsu, the U.S. acting comptroller of the currency, commenting on the overdraft fees that are widely used throughout the banking industry. (See related article above about customer-centricity.)

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