A New And Novel Approach For Encouraging Customer Centricity
How do you get an entire organization to focus on the customer experience? It’s a question that many businesspeople have wrestled with, particularly those with the misfortune of working in companies...
View ArticleWhat Every CEO Can Learn From A Crooked Lampshade
A few weeks ago, British insurer Aviva sent thousands of customers an e-mail with the salutation “Dear Michael.” Problem is, the vast majority of recipients weren’t named Michael. The company...
View ArticleCustomer Experience Training — 10 Tips For Success
More and more companies are investing in customer experience training – but the key question for most of them is simply this: How do we maximize the return on our investment? Businesses rightfully...
View ArticleWhat Effective Leaders Do During Difficult Times
Each year on the Wednesday before Thanksgiving, where could you find Southwest Airlines’ legendary co-founder and CEO, Herb Kelleher? On the tarmac, of course, helping the ground crew load and...
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...
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...
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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...
View ArticleA New And Novel Approach For Encouraging Customer Centricity
How do you get an entire organization to focus on the customer experience? It’s a question that many businesspeople have wrestled with, particularly those with the misfortune of working in companies...
View ArticleWhat Every CEO Can Learn From A Crooked Lampshade
A few weeks ago, British insurer Aviva sent thousands of customers an e-mail with the salutation “Dear Michael.” Problem is, the vast majority of recipients weren’t named Michael. The company...
View ArticleCustomer Experience Training — 10 Tips For Success
More and more companies are investing in customer experience training – but the key question for most of them is simply this: How do we maximize the return on our investment? Businesses rightfully...
View ArticleWhat Effective Leaders Do During Difficult Times
Each year on the Wednesday before Thanksgiving, where could you find Southwest Airlines’ legendary co-founder and CEO, Herb Kelleher? On the tarmac, of course, helping the ground crew load and...
View ArticleClik here to view.
The One Thing Missing From Your Customer Experience Innovation Efforts
“Innovate or die,” the saying goes. But as companies try to sharpen their competitive edge with new product and service ideas, many don’t realize that their efforts are fundamentally misguided....
View Article7 Ways To Make Your Virtual Conference Successful
The COVID-19 global pandemic has upended the conference and events industry. While some events have been canceled or postponed, others are being moved to an online, virtual setup in order to...
View Article3 Tips For Strengthening Customer Loyalty During Difficult Times
In 2008-09, during the height of the “Great Recession” – a time when the U.S. economy was in a meltdown and every auto manufacturer was seeing their sales plummet – Hyundai Motors increased its...
View ArticleThe Inconvenient Truth About Many Customer Experience Strategies
Interest has steadily grown in customer experience (CX) as a competitive differentiator. As a result, companies have invested significant time and energy in crafting and executing on customer...
View ArticleThe Key To Handling High Customer Service Call Volumes
“We are experiencing higher than normal call volumes…” It’s the infuriating phrase that makes every customer cringe — a refrain that’s become a standard part of most every 800-line call greeting,...
View Article5 Ways To Leverage The Lockdown And Improve The Customer Experience
How can your company come out stronger on the other side of the COVID-19 crisis? That’s the key question many business leaders are asking themselves, and the answer lies in what you choose to do...
View ArticleHow To Deliver “Service With A Smile” In The Age Of Covid-19
One of the biggest changes Covid-19 has triggered in the business world is also one of the easiest to overlook. In a few short months, the pandemic has completely reshaped how businesses interact...
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