A CAT Scan For Your Customer Experience
Quick Summary Traditional customer experience assessment tools (such as CX Audits and customer journey maps) frequently fail to meaningfully advance CX improvement efforts. The problem with these...
View ArticleWhy The Most Important Day Of Your Event Is The Day After It Ends
Quick Summary The true measure of a conference’s success isn’t about what happens on stage; it’s about what happens after attendees return to work — will they do something differently, or just fall...
View ArticleWhat Is A Better Customer Experience Worth? Calculate The ROI For Your Firm
“We don’t have the budget for that.” These are seven words that’ll make any businessperson’s heart sink. You’ve got an idea for an improvement project, training program, or guest speaker – something...
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The Key To Continuous CX Improvement? Think Like The NTSB
Airlines are rarely held up as models of customer experience (CX) excellence, but in one important respect, the aviation industry actually deserves that recognition. At many airlines, the traveler...
View ArticleThe Hidden Risks of AI-Driven Pricing
When algorithms set the price, fairness often isn’t part of the equation. That’s among the key takeaways from a fascinating experiment recently conducted as part of a joint investigation by Consumer...
View ArticleBeware The “Chameleon” Keynote Speaker: How To Spot A Trend-Chaser
[Editor’s note: In addition to being Watermark’s founder, Jon Picoult is also a frequent keynote speaker at corporate conferences and association events. He periodically blogs on topics of interest...
View ArticleTwo Words That Will Sabotage Your Customer Experience
For all the time and energy that companies invest in improving their customer experience, many are unknowingly sabotaging those efforts. How? Simply by using two words that should be stricken from...
View ArticleHow To Make Meetings Less Miserable
“This has to stop. It’s disrespectful. It wastes time.” That’s a quote from Jamie Dimon’s April 2025 annual letter to shareholders. To what was the JP Morgan Chase CEO referring? The widespread...
View ArticleWalmart’s Big Gamble On Employee Experience
In 2015, Walmart initiated the biggest worker pay raise in the history of any corporation. The day they announced the wage hike, Walmart’s stock fell 10%, erasing nearly $22 billion in market value....
View ArticleThe Irrefutable Case For Customer Surveys
Are customer surveys dead? The answer is “yes” according to many customer experience gurus. Surveys – which have long been central to companies’ Voice-of-the-Customer programs – have fallen out of...
View ArticleThe Uncomfortable Truth About Keynote Speaker Preview Reels
[Editor’s note: In addition to being Watermark’s founder, Jon Picoult is also a frequent keynote speaker at corporate conferences and association events. He periodically blogs on topics of interest...
View ArticleTariff Trouble: 4 Ways To Safeguard The Customer Experience
Companies, consumers, and investors are all trying to make sense of the Trump administration’s rapidly evolving tariff policy. With prices already rising for all sorts of goods and services, and more...
View ArticleThe Hidden Value Of Product And Service Guarantees
I guarantee you’ll find this article eye-opening. Actually, that’s rather hollow as far as guarantees go. There’s no clear definition of what constitutes “eye-opening,” nor is there specificity...
View ArticleThe 6 Keys To Creating Powerful Service Guarantees
A key component of any positive customer experience is trust. Trust that a business is going to deliver what it said it would – and, if it doesn’t – trust that the business will either make it right,...
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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...
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...
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...
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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 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,...
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...
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