The Silver Lining Behind Verizon’s Worker Strike
A strike of 40,000 Verizon employees could be the best thing that’s ever happened to the telecom company’s customer experience. That’s not because the managers filling in for the front-line workers are...
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The 2016 Customer Experience ROI Study (Insurance Industry Edition)
Seven years ago, we launched the Customer Experience ROI Study to illustrate the impact of a great customer experience – using the universal business “language” of stock market value. The analysis has...
View ArticleFor Crying Out Loud, JetBlue! – How A Beloved Airline Turned Tears Into Cheers
This past May, 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...
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How to Bottle a Great Customer Experience
Someone’s figured out how to bottle a great customer experience. No, this isn’t a magic elixir that, when applied to any customer interaction, turns disappointment into delight. This is, quite...
View ArticleStop Wasting Your Money On Customer Experience
Faced with increasingly commoditized markets, more and more companies are launching customer experience improvement programs to differentiate themselves. However, there’s something many of these...
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The 2017 Customer Experience ROI Study (Airline Industry Edition)
Eight years ago, Watermark Consulting launched the Customer Experience ROI Study to illustrate the impact of a great customer experience – using the universal business “language” of stock market value....
View ArticleTwo Words That Will Hurt Your Business’ Customer Experience
For all the time and energy that companies invest in improving their customer experience, many are unknowingly sabotaging those efforts. How? Simply by using two words which should be stricken from...
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The 2018 Customer Experience ROI Study (Insurance Industry Edition)
What’s a great, competitively differentiated customer experience really worth to an insurance provider? It’s a question that many in the industry struggle with, and it was the spark that led to our...
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Insurance Customer Experience Leaders Extend Their Edge Over Laggards
Insurers that earn jeers from their customers are falling further behind those that earn cheers. That’s the key takeaway from Watermark Consulting’s 2018 Insurance Customer Experience ROI Study. The...
View ArticleMost of your company’s customer experience is forgettable. Here’s why.
No matter how hard you try to improve your company’s customer experience, the reality is that your customers won’t remember much of it. That’s because our brains aren’t wired like a video camera,...
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