WaterRemarks -- March 2020
News and views from customer experience advisory firm Watermark Consulting
What Effective Leaders Do During Tough Times
The COVID-19 outbreak has business leaders navigating challenging and uncharted waters. During difficult times, however, effective organizational leaders don't just focus on the mechanics and logistics of business operations. They also employ a simple, tone-setting tactic that can do wonders for workforce morale.

Effective leadership
7 Ways To Make Your Virtual Conference Event Successful
COVID-19 has upended many companies' plans to hold in-person events, be it large conferences or small professional development programs. Many firms are exploring online, virtual alternatives -- but as Watermark founder Jon Picoult describes in this Forbes article, the keys to conducting a successful online event are a bit different than those for an in-person one.

Virtual conference event
The True Value Of Net Promoter, Revealed
With the global pandemic putting so many individuals (consumers and employees) in a position of vulnerability, it seemed like an appropriate time to recirculate this post -- because the type of behavior Net Promoter is meant to inspire is precisely the type of behavior the world needs at this moment.

THE LAST WORD
" We said to our people, 'Don't worry about your jobs. You all have jobs and you're here to serve the client. No one is going to lose their job over this. We want you focused on being here for the client.' And, boy, that set a tone inside. It really helped with the client interaction because... you can tell when you're on the phone with someone who is worried about their job."

-- Bill McNabb, CEO of Vanguard Investments during the 2008-09 financial crisis, explaining why he did not layoff a single employee due to the economic downturn.
Source: Business Insider | Jun 11, 2015
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