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Volume 2 | Issue 7 | July-August 2010 |
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Maggots On A Plane: A Tale Of Service Recovery
Just when you thought the air travel experience couldn't get any more inhuman, we learn about U.S. Airways Flight 1537, which had to declare a "minor emergency" when maggots began falling from the overhead baggage compartments onto passengers below. What can you learn from U.S. Airways' handling of the incident? Read the WaterRemarks blog post.
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Insurance, The iPad And Customer Engagement Can stodgy old insurance be as engaging as the iPad? On first blush, it sounds like a stretch... but the real answer may surprise you. Applesque customer engagement is well within the reach of insurers. Read Jon Picoult's article in Business Insurance magazine to learn more.
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Breathing New Life Into An Old Sales Model
Have you got a business model that hasn't changed in eons? Take a lesson from eyewear manufacturer Luxottica, which has a new vision for selling eyeglasses. Theirs is a great story of a company injecting new life into an old category, by turning a traditionally boring sales model into a much richer and more compelling customer experience. Read The New York Times article to learn more.
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You May Have Missed...
Noteworthy items from past newsletters:
"They Are What You Call Them." Having trouble getting your staff to deliver exceptional customer experiences? Take a look at their job titles. | Read it
"Where Does The Customer Experience Begin And End?" Learn what Amazon.com's war against wrap rage can tell you about your company's customer experience. Read it
"Random Acts Of Generosity." Prepare to be surprised upon your next visit to a Hyatt hotels property. But will Hyatt engage you or just confuse you? | Read it
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By The Numbers
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89% |
Proportion of global consumers who share information about negative customer service experiences with friends, family, colleagues and others.
Source: Accenture Global Consumer Satisfaction study (2009). |
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Upcoming Events
Watermark Founder Jon Picoult will be a featured speaker at the following public events:
Staffing Industry Analysts Healthcare Staffing Summit September 21-22, 2010 | Chicago, IL | Details |
