WaterRemarks -- June 2022
News and views from customer experience advisory firm Watermark Consulting
A Message From Watermark Founder Jon Picoult
Brace yourself for an economic hurricane.

That was the alarming sentiment shared by JPMorgan Chase CEO Jamie Dimon at a financial conference earlier this month. And he's far from the only one highlighting the looming risk of a recession.

But we're not actually in a recession just yet, and so it begs the question: What can you do now to insulate your business from the worst effects of a downturn?

It turns out there's some pretty interesting data from the last major U.S. recession which offers clues on how to weather the next one. That's the focus of this month's lead story.

Best regards,

Jon Picoult
Founder & Principal
Watermark Consulting
A recession is coming
What The Last Recession Tells Us About Surviving The Next One
It's not a question of "if" but rather "when" the next recession will hit. And, increasingly, economists are envisioning that happening sooner rather than later. How can you best protect your business from the worst effects of the looming downturn? Stock performance data from the Great Recession provides an important clue. [4 minute read]
Companies Are Delusional About Their Customer Experience
In the above clip from his interview on the "All Things Considered CX" podcast, Watermark founder Jon Picoult describes one of the biggest impediments that companies face when trying to elevate the quality of their customer experience. [35 minute show]
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" assessment provides, as this case study illustrates. [2 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: "The Great Debate: Should Customer Experiences Be Effortless or Exceptional?"
THE LAST WORD
"It’s official: The quality of customer experience offered by consumer-facing brands and government agencies declined in the year through April 2022."

-- Wall Street Journal reporter Katie Deighton, summarizing the results of Forrester Research's latest annual study on customer experience.

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