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Volume 2 | Issue 6 | June 2010 |
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The Worst 800-Line Greeting Ever?
Alas, we have a new inductee into the Customer Experience Hall of Shame! This dubious example of a customer touchpoint falls squarely in the category of "folks, you can't make this stuff up." Read the WaterRemarks blog and listen for yourself.
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Your Brain's Wiring: Asset Or Liability? Basic cognitive activities that help us function normally in daily life can actually be detrimental when applied in a business context. Read Jon Picoult's article in Personal Excellence magazine to learn more.
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Two Words You Might Be Hearing More Of: "I Quit" New data from the Bureau of Labor Statistics underscores the importance of taking action today to solidify employee loyalty and protect your business from the rising tide of turnover. Read more.
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You May Have Missed...
Noteworthy items from past newsletters:
A Healthcare EOB That's An "Exaggeration Of Benefits" | Read it
Why do health insurers seem to occupy a permanent spot at the bottom of all customer experience and loyalty indices? Try looking at their Explanations of Benefits.
Letters, Letters and More Letters | Read it
Customers can learn a lot about a business from the quality of its correspondence. Learn how one firm turned routine letters into real crowd pleasers.
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Quotable
"We really want to drive the top line, and we think the best way you can do that is by increasing customer service."
Mike Theilmann
Executive Vice President
J.C. Penney & Co.
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Upcoming Events
Watermark Founder Jon Picoult will be a featured speaker at the following public events:
Insurance Marketing & Communications Association Annual Meeting June 27-30, 2010 | Atlanta, GA | Details
Staffing Industry Analysts Healthcare Staffing Summit September 21-22, 2010 | Chicago, IL | Details
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