The "Inconvenient" Truth About IKEA's Customer Experience

Furniture retailer IKEA is thriving despite offering a customer experience that’s hardly effortless. In a world where “ease of doing business” is prized, how is IKEA still successful? The answer offers lessons for any business seeking to build customer loyalty. [4 minute read]

Rethink What Customers Really Care About

In this clip from a recent keynote, Jon Picoult describes one of the most common missteps that companies make when considering what really matters to their customers. [1 minute video]

Customer Satisfaction Is A One-Way Ticket To The Business Graveyard

Is customer satisfaction overrated? Absolutely, as Jon Picoult explains in this interview on the "Inside Intercom" podcast. Click on the clip above to hear an excerpt, or use the button below to access the full interview. [27 minute show]

"From Impressed To Obsessed" Hits The Amazon Bestseller List (Again)

It's been over a year since Jon Picoult's book (FROM IMPRESSED TO OBSESSED) was released, but the title continues to attract attention. Last week, the book again cracked several Amazon Top 10 bestseller lists (for Customer Relations, Marketing, and Consumer Behavior books). Haven't read it yet? Pick up a copy and start turning your company's customer experience into its greatest competitive advantage.

ICYMI: 4 Important Leadership Lessons From Southwest's Holiday Meltdown

With over 15,000 flight cancellations during the December holidays, Southwest Airlines had a terrible, horrible, no good, very bad week -- and every business can learn something from the carrier's experience.  [8 minute read]

ICYMI: Last Month's Edition Of WaterRemarks

Did you miss out on last month's edition of WaterRemarks? No worries, here's a link to access the newsletter and its lead story: "How Starbucks' New CEO Is Brewing Employee Trust."