There are lots of reasons why sales and service staff sometimes don't see eye-to-eye, but one is particularly pronounced at this time of year.  With spring comes the annual rite of company sales conferences, where the prior year's sales leaders are whisked off to exotic resorts and recognized by top execs.  Service staff, on the other hand, typically get a one-way ticket to the company cafeteria.  Learn more about this dichotomy, and the effect it has on a firm's employee and customer experience, by reading Jon Picoult's Incentive magazine article, "Monte Carlo vs. Meal Tickets."

Watermark Consulting's recent study on the return from customer experience investments was lauded by Forrester, home of the leading customer experience research practice.  Read the CustomerThink article that started it all, "Yes Virginia, There Is A Return On Customer Experience Investments."

Sometimes, the greatest impressions on a customer can come from the strangest of places and the smallest of details.  In the science of customer experience, little things can be big things.  Read this WaterRemarks blog post to learn more about how details make a difference.