WaterRemarks -- November 2021
News and views from customer experience advisory firm Watermark Consulting
Fortune Magazine Logo
Jon Picoult in Fortune Magazine -- What's Your Personal Net Promoter Score?
Two-thirds of the Fortune 1000 use Net Promoter Score (NPS) to gauge the quality of their customer experience. However, as Watermark founder Jon Picoult describes in this Fortune article, there’s one crucial variant of the measure that’s not on business leaders’ radar, but should be -- and that's their Personal NPS. [3 minute read]
Amazon #1 new release
"From Impressed To Obsessed" Tops The Amazon New Release List
Jon Picoult's new book had a great debut when it was published earlier this month, selling thousands of copies in its first week and earning the top spot in its category on Amazon's ranking of new releases. The book has received wide praise from CEOs, bestselling authors, and business luminaries. See what all the buzz is about, and join the many readers who are already enjoying their copies of FROM IMPRESSED TO OBSESSED!
Quality Digest Live Screenshot
"Quality Digest Live" Interviews Jon Picoult
"Instead of making the customer service experience better, what if we made it go away altogether?" In this interview with Quality Digest Live, Jon Picoult encourages business leaders to re-think what really constitutes a great customer experience.
GPS Roadmap
A "GPS Roadmap" For Transforming Your Customer Experience
Imagine having "turn-by-turn" directions for transforming your company's customer experience into its greatest competitive advantage. That's what Watermark's "Customer Experience Reality Check" provides, as this case study illustrates. [2 minute read]
From Impressed To Obsessed Cover
For The Businesspeople On Your Gift List
What better present for the businesspeople on your holiday gift list than the definitive guide for making customers festive rather than frustrated? Help your family, friends, and colleagues keep their businesses off of The Naughty List -- give them a copy of Jon Picoult's new book: "FROM IMPRESSED TO OBSESSED: 12 Principles for Turning Customers and Employees into Lifelong Fans."
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, along with its top story -- "The Surprising Flaw In Facebook's Smart Sunglasses."
THE LAST WORD
“The basic idea that you can’t serve the interest of the shareholder and the worker simultaneously is foreign to me. Their interests go together.”

-- Aaron Feuerstein, CEO of Malden Mills, who became a national hero in 1995 when he refused to lay off workers at his textile plant after a catastrophic fire, then spent hundreds of millions of dollars to rebuild it. Feuerstein died on November 4th in Boston.

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