The Top Ten Ways To Spook Your Customers
What are you afraid of this Halloween? That your customers might disappear like ghosts? That your competitors might pick them off like vultures? That it’s all going to drive you batty? In the...
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Sticker Shock: Customer Experience Customization Gone Wrong
In their quest to deliver a warm, personalized customer experience, some companies cut corners and end up tarnishing their brand instead of enhancing it. Take, for example, this information folder...
View Article‘Twas The Night Before Earnings Release
Outrageous service fees. Rude staff. Unintelligible correspondence. What would Santa say to all those businesses that are naughty to their customers? With a nod to Clement C. Moore’s “A Visit From...
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The ROI of a Great Customer Experience
What does a company get by investing in a high-quality customer experience? That was the central question behind Watermark Consulting’s very first Customer Experience Stock Performance Analysis,...
View ArticleCustomer Segmentation Comes to… the ER?
Few people associate hospital emergency rooms with customer experience excellence. But some hospitals are working to change that. If there’s something consumers associate with ERs, it’s long wait...
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An Airline Gets On Board With Simplicity
Delta Airlines has done something novel. They’ve rolled out a boarding pass travelers can actually understand. The airline boarding pass is one of those classic examples of customer communications...
View ArticleWhy Customer “Relationships” Are Overrated
If you’re trying to build a relationship with your customers, you might be starting off on the wrong foot. That’s the takeaway from a new Corporate Executive Board study, which found that the vast...
View ArticleHow To Avoid Customer Revolts
The balance of power between companies and consumers has shifted. As firms like Netflix, Verizon, and Bank of America have learned, consumers are more emboldened than ever — eager to express their...
View ArticleThe Best Customer Service Story of 2013
With 2013 less than a month old, I realize it’s a bit early to come out with the “best” awards. But when I saw this story about LEGO’s interaction with one of its young customers, I was willing to go...
View ArticleYou Can’t Advertise Your Way to a Great Customer Experience
What would it take to convince consumers that your business delivers a great customer experience? For Microsoft, the answer appears to be $1.5 billion. Forbes recently reported that the software maker...
View ArticleFinally! An Airline Brings Some Humanity To Air Travel
Earlier this month, a major U.S. airline did the unthinkable – it actually showed some heart. Even more surprising: this glimmer of hope, in an industry consumers love to hate, came from United...
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The Watermark Consulting 2013 Customer Experience ROI Study
What’s a great, differentiated customer experience really worth to a company? It’s a question that seems to vex lots of business executives – many of whom publicly tout their commitment to the...
View ArticleA Revelation From Ryanair: Service Might Actually Matter
The company that pioneered ultra-low cost, no-hospitality air travel is encountering some turbulence with its strategy. For years, Ireland’s Ryanair has prided itself on being the ultimate no-frills...
View ArticleInsurers’ Greatest Missed Opportunity
As Hurricane Sandy barreled towards the Northeast a year ago, insurance companies missed a huge opportunity to engage and impress their policyholders. It’s the kind of opportunity that insurers...
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One Airline’s Great Holiday Surprise
During the holiday season, it seems the best surprise most airlines can muster is a flight delay. Or, if you’re really lucky, a flight cancellation! And that’s part of what makes this story from...
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Proof That It Pays To Be America’s Most-Loved Companies
Bloomberg Businessweek ran an article a few days ago (“Proof That It Pays To Be America’s Most-Hated Companies”) that claims to demonstrate customer service performance has no relevance to stock market...
View ArticleA Bold Prediction For 2014
It’s that time again, when all the customer experience gurus come out with their predictions for the coming year. So what customer experience trends do the gurus foresee in 2014? What do they predict...
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The World’s Leading Industry For Tone Deafness
There isn’t a lot of love out there for financial services companies. This was underscored most recently with the release of The Reputation Institute’s annual survey of consumer perceptions. For...
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The 2014 Customer Experience ROI Study
What’s a great, differentiated customer experience really worth to a company? Quite a lot, according to a new study released today by Watermark Consulting. That’s the conclusion from the firm’s 2014...
View ArticleWhy Framily Failed: 3 Customer Experience Lessons From Sprint’s Latest Misstep
It looks like Sprint needs some Framily counseling. This past January, the wireless carrier introduced (with much fanfare and an expensive ad campaign) its “Framily” plan – which was essentially a...
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