Need To Cut Costs? Deliver A Better Customer Experience.
If you want to deliver a great customer experience, you better be prepared to pay up… right? Maybe not. Conventional wisdom suggests that with an enhanced customer experience comes greater expense....
View ArticleWatermark Featured By NBC News’ ConsumerMan
NBC News contributor Herb Weisbaum (a.k.a. the “ConsumerMan”) recently interviewed Watermark Founder Jon Picoult about the firm’s 2014 Customer Experience ROI Study. The two discuss the results of the...
View ArticleIs Your Company On The Naughty List?
Outrageous service fees, unintelligible correspondence, poorly organized websites, overly complex products, inept staff, long hold times… What would Santa say to all those businesses that are naughty...
View ArticleWhy Health Insurers Make People Ill
[Editor's note: This article was originally published by National Underwriter Life & Health magazine on December 18, 2014.] * * * ‘Tis the season for health insurance open...
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The 2015 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 2015...
View ArticleA Surprising Way To Achieve Price Competitiveness
[Editor’s Note: This article was originally published in Carrier Management magazine.] How can a company liberate itself from the death spiral of product commoditization? Competing on price is...
View ArticleWhy Revenue Growth Is A Poor Measure Of Customer Experience ROI
In their zest to demonstrate customer experience ROI to skeptical business leaders, some customer experience evangelists are getting too revved up over revenue growth. But how could revenue growth be a...
View ArticleOlive Garden Serves Up A New Recipe For Success
Last October, when activist hedge fund Starboard Value ousted the entire board of Olive Garden’s parent company, the newly installed Directors probably never imagined where their new role would take...
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We Want Your Feedback (Well, Not Really)
What do you do when a company asks for your opinion… and then refuses to let you voice it? A few years ago, I wrote about how companies often inadvertently make it difficult, if not impossible, for...
View ArticleBehind Chipotle’s Woes
It’s not just the food that’s making people sick at Chipotle. The restaurant chain’s workplace policies might also be to blame – and therein lies an important customer experience lesson. Last fall,...
View ArticleWhy Uber Just Made A Wrong Turn
Uber Technologies last month took action to heal a rift with its drivers, but it may have inadvertently created a rift with its customers. The company announced a class action settlement with its...
View ArticleThe 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)
Six 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....
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We Want Your Feedback (Well, Not Really)
What do you do when a company asks for your opinion… and then refuses to let you voice it? A few years ago, I wrote about how companies often inadvertently make it difficult, if not impossible, for...
View ArticleBehind Chipotle’s Woes
It’s not just the food that’s making people sick at Chipotle. The restaurant chain’s workplace policies might also be to blame – and therein lies an important customer experience lesson. Last fall,...
View ArticleWhy Uber Just Made A Wrong Turn
Uber Technologies last month took action to heal a rift with its drivers, but it may have inadvertently created a rift with its customers. The company announced a class action settlement with its...
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