A recent study found that 81% of customer experience improvement programs fail. Is yours next? Here's how to ensure your investments in a better customer experience don't go down the drain.Read more >>
In a nod to the value of their workforce, some executives proudly proclaim that their most important assets walk out the door every day. You'd never know it, given how firms neglect to invest in those assets. Read more >>
Watermark Consulting's 2016 Customer Experience ROI Study was recently highlighted by renowned consumer research firm J.D. Power, in this article written for Carrier Management magazine. Read more >>
You May Have Missed...
Noteworthy items from past newsletters:
A Great Customer Experience Requires Trust. Despite all the hype about employee empowerment, many businesses don't trust their customer-facing staff to go "off script." That's unfortunate, and it's a symptom of a larger problem. Watch video >>
Business' Billion Dollar Mistake. Companies spend billions on marketing and advertising -- but what if it was all for naught? Fact is, the marketing of a company's brand promise often gets far more attention than the fulfillment of that brand promise.Read more >>
WaterRemarks January 2017. Did you miss the last issue of WaterRemarks? No worries, catch up here. Read more >>
Quotable
"A bad system will beat a good person every time."
Famed American engineer W. Edwards Deming, considered by many to be the father of Quality Management. This 1993 quote is as relevant now as it was then -- reminding us that, despite employees' best intentions, their efforts to deliver a great customer experience are often undermined by workplace infrastructure that is out of their control.
