For Crying Out Loud, JetBlue! How An Airline Turned Tears Into Cheers
A few years ago, in honor of Mother’s Day, JetBlue released a 3-minute YouTube video paying tribute to mothers who fly with young children: The video is sure to make you smile, and there’s no doubt...
View ArticleThe Best Customer Service Speakers Don’t Focus On Customer Service
Customer service speakers are always in high demand, as companies look to outside experts to help educate and motivate their staff. As a result, the business world is flooded with customer service...
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Why The “Fine Print” Is Ruining Your Customer Experience
Businesses have a trust problem – and that’s not even the bad news. Consumers’ lack of trust in companies is well documented. According to the 2019 Edelman Trust Barometer, nearly half of all...
View ArticleFrom “Design Thinking” to “What Were They Thinking”
How many engineers does it take to design a user-friendly smart light bulb? Apparently more than are on the payroll at General Electric. In this gem of a how-to video, GE explains how consumers can...
View ArticleThe Lost Art of the Handwritten Note
[The following article originally appeared in Carrier Management magazine.] When it comes to crafting more engaging employee communications, one solution is literally in business leaders’ hands. From...
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The Toxic Effect of Turnover on the Customer Experience
One of the most effective tactics for improving the customer experience (CX) is also among the least glamorous. For all of the management attention focused on “shiny object” CX strategies (such as...
View ArticleCaught On Tape: The Genius of Jeff Bezos
Twenty years ago, Jeff Bezos sat down for a television interview with a CNBC reporter. At the time, Amazon had been in business for just five years, was spending aggressively to expand its...
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Can You Recession-Proof Your Business With A Great Customer Experience?
For the past decade, the United States has enjoyed the longest economic expansion in American history. One thing’s for sure, though – it’s not going to last. Recessions are a normal part of the...
View ArticleThe Day After “CX Day”
I’m writing this post on October 1, 2019 — the day after “Customer Experience (CX) Day,” a global celebration of the companies and professionals that create great customer experiences. As is the case...
View ArticleTop Ten Ways To Spook Your Customers
What are you afraid of this Halloween? That your customers might disappear like ghosts? That your competitors might pick them off like vultures? That it’s all going to drive you batty? In the...
View ArticleIt All Starts Backstage: Chipotle’s Hard Lesson About Customer Experience
A few years ago, it wasn’t just the food that was making people sick at Chipotle. The restaurant chain’s workplace policies were also to blame, and therein lies an important customer experience...
View Article5 Words That Will Undermine Your Customer Experience Strategy
More and more companies are seeking to differentiate themselves with an effective customer experience strategy. To advance those efforts, some firms hire highly-skilled “Chief Customer Officers” or...
View Article10 Tips For Net Promoter Success
For all the attention Net Promoter Score (NPS) has garnered as an instrument for gauging customer experience quality, it’s startling how many organizations implement it incorrectly. Indeed, many of...
View ArticleTop 10 Posts Of 2019
With 2019 winding down, we decided to tally the views of our various information resources and see which ones garnered the most attention. Here, then, are our ten most popular posts of the year:...
View ArticleThe True Value Of Net Promoter, Revealed
“Net Promoter” sure has its share of detractors these days. But those critiquing the measure are overlooking one of its greatest (if not widely discussed) benefits. Net Promoter Score (NPS for short)...
View ArticleA Bold Customer Experience Prediction
If there’s one thing management gurus like to do this time of year, it’s make predictions – and customer experience (CX) experts are no different. But business predictions are like weather forecasts....
View ArticleYour Customer Experience Goals, Realized
What’s on your to-do list for this year? If your goals sound anything like those listed below, chances are Watermark can help you achieve them — just as we’ve done over the past decade with some of...
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Watermark Earns 100% Net Promoter Score – Eight Years Running!
We’re pleased to announced that, for an unprecedented eighth year in a row, Watermark Consulting has earned a Net Promoter Score (NPS) of +100%. For those of you unfamiliar with NPS, it’s a widely used...
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What You Can Learn From Canva’s Unconventional Privacy Notice
Most companies treat their privacy policy communication as a bland, administrative exercise. But what if they viewed it as a potential customer experience enhancer? That’s precisely what Canva has...
View ArticleEmployee Experience or Customer Experience: Which To Focus On First
Happy employees help make happy customers – which, in turn, help make a successful business, right? That’s certainly the theory behind employee engagement, and business leaders’ growing focus on the...
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