Breaking The News: 4 Leadership Lessons From The Ouster Of CNN’s CEO
After a brief and tumultuous 13-month tenure, CNN CEO Chris Licht was ousted from the news network last month. His departure came on the heels of a decidedly unflattering profile piece in The...
View ArticleWhen Fame Fizzles: Why Event Planners Should Rethink Celebrity Speakers
Empty seats aren’t a good look for event planners. Indeed, one of the biggest stresses for individuals in those roles is making sure people are drawn to attend their conferences – particularly the...
View Article5 Myths About How To Improve Customer Loyalty
Imagine not having to worry about where your next customer will come from. Imagine not stressing about how to market and promote your business. Imagine growing your company exponentially, at a...
View ArticleA Road To Nowhere: Why Customer Journey Maps Fail To Deliver Results
Customer journey mapping is all the rage these days, but this oft-used tool for customer experience improvement frequently leads to a rather disappointing destination. Journey maps are visual...
View ArticleSelecting A Speaker? Watch Out For These Surprising Red Flags
For meeting and event professionals, few decisions are as a consequential as who to select as a keynote speaker. Yet, like so many decisions we make in our personal and professional lives, the...
View ArticleIf Customer Journey Maps Won’t Get You To Your Destination, Then What Will?
“We know in our hearts that we could do a better job for our customers, but we’re just not quite sure where and how to start.” Sound familiar? It’s a challenge that many organizations wrestle with,...
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Most-Read Articles Of 2023
We’ve crunched the numbers and are pleased to present Watermark’s Top 10 Most-Read Articles of 2023. These are the stories that garnered the most page views during the year (regardless of when they...
View ArticleA Self-Checkout That Customers Love? This Company Created It.
“I can’t wait to use that self-checkout machine,” said no one, ever. When they were first rolled out in 1986 at Atlanta-area Kroger grocery stores, self-checkout machines were hailed as a “revolution...
View ArticleWhy Customer Experience Will Never Be More Important Than Price
Wendy’s recently got a hard lesson about the connection between customer experience and price. On an investor call, the burger chain’s CEO said that Wendy’s would start testing dynamic pricing in...
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Why Customer Experience Quality Is Simultaneously Soaring And Plummeting
Customer experience quality in the U.S. has just hit an all-time low. And, in related news, customer experience quality in the U.S. has also hit an all-time high. Let the confusion begin. These two...
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