WaterRemarks -- August 2021
News and views from customer experience advisory firm Watermark Consulting
Horst Schulze book endorsement quote
Advance Praise For Jon Picoult's New Book
Watermark founder Jon Picoult's new book has earned spectacular advance praise from CEOs and business luminaries, including the above endorsement from the co-founder of the Ritz-Carlton Hotel Company -- a legendary firm whose name is synonymous with customer experience excellence. Learn more about the book, and reserve a copy for yourself, using the link below.

[4 minute read]
Ally Bank
Ally Bank Just Gave A Master Class In Customer Advocacy
When it comes to inspiring customer loyalty, few things are more powerful than a company tangibly demonstrating its advocacy for customer interests -- as Ally Bank did earlier this summer, with one simple announcement.

[4 minute read]
Frontier Airlines planes
In The Press: "Frontier Airlines Bets Big On Ultra-Low Fares"
Frontier Airlines’ handling of pandemic-related flight cancellations has triggered outrage among its customers -- begging the question, does customer experience even matter anymore in the airline industry? Watermark founder Jon Picoult was interviewed by Denver's 5280 Magazine on the topic.

[Long 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, along with its top story announcing the upcoming release of Jon Picoult's new book.

THE LAST WORD
“Just because you can do it, doesn't mean you should.”

-- Banking entrepreneur and former ING Direct CEO Arkadi Kuhlmann, rejecting the exploitative practices embraced by many financial institutions. Kuhlmann turned ING Direct into the largest U.S. savings bank by focusing on an advocacy-oriented customer experience strategy. His story is among those featured in Jon Picoult's new book, "FROM IMPRESSED TO OBSESSED: 12 Principles for Turning Customers and Employees into Lifelong Fans."

Source: From Impressed To Obsessed (McGraw-Hill, October 2021)
Watermark helps companies impress customers, inspire employees and improve brand loyalty. Contact us to learn more.