What do Coca-Cola, Wal-Mart and U.S. election pollsters have in common? They were all led astray by an inherent flaw in traditional research methods. Might your customer research be similarly affected?Read more >>
How can a toxic culture develop in a way that is diametrically opposed to everything a company's leaders supposedly say and stand for? Watermark Founder Jon Picoult answers this question in his latest New York Times article. Read more >>
Please indulge us as we engage in a moment of shameless self-promotion: In 2016, Watermark Consulting earned a perfect Net Promoter Score of 100% from its clients. But that's only one-fifth of the story. Read more >>
Watermark's conference keynotes and educational programs will focus your organization on what matters most -- the customer experience you deliver, and the people who deliver it. Read more >>
You May Have Missed...
Noteworthy items from past newsletters:
Invasion of the Annual Reviews. With Annual Performance Review season upon us, it's a good time to revisit this New York Times article, for which Watermark's Jon Picoult was interviewed. Read more >>
Who Owns The Customer (Experience)? For firms that sell through intermediaries, "who owns the customer" can be a controversial topic. But the more important question might be, "who owns the customer experience?"Read more (PDF) >>
WaterRemarks October 2016. Did you miss the last issue of WaterRemarks? No worries, catch up here. Read more >>
Quotable
"We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better."
