WaterRemarks -- April 2020
News and views from customer experience advisory firm Watermark Consulting
3 Tips For Building Customer Loyalty In Tough Times
How can a business weather a consumer crisis and come out even stronger on the other side? Hyundai Motors did it during the Great Recession, and their feat offers important lessons that other companies would be wise to follow .

Lending a helping hand during difficult times.
What Every CEO Can Learn From A Crooked Lampshade
Why do legendary brands like Nordstrom, Krispy Kreme and Starbucks obsess over minor details in their customer experience? It's because these companies have an appreciation for what Watermark founder Jon Picoult calls the "Lampshade Effect." It's a concept Jon talks about frequently in his keynotes, and he recently wrote about it in this article originally featured on Forbes .

Caught On Tape: The Genius of Jeff Bezos
The COVID-19 pandemic (and the stay-at-home rules it triggered) seemingly play to all of Amazon's strengths. It makes Amazon Founder & CEO Jeff Bezos appear even smarter and more prescient than he did during this 1999 interview (if that was even possible!). In this clip, Bezos gives a master class in what it looks like when an executive truly believes in the value of customer experience excellence.

Amazon Founder & CEO Jeff Bezos
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 Effective Leaders Do During Tough Times."

WaterRemarks Front Page
THE LAST WORD
" Caring for the customer doesn't cost anything."

-- Horst Schulze, founding President and COO of Ritz-Carlton, explaining in a 2019 interview the importance of simply understanding, paying attention to, and caring for the people your business serves.
Source: Yahoo Finance | Mar 5, 2019
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