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Volume 2 | Issue 8 | September 2010 |
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The Mystery of S. Larson Who is signing your customer correspondence? At Citibank, S. Larson has been doing it for decades, and she (or is it he?) can teach us all something about the perils of hiding behind letters. Read the WaterRemarks blog post to learn more.
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The Top Five Reasons Why Customers Tune You Out
Why is it that some companies have such difficulty engaging customers in positive, memorable ways? To learn the answer, read Jon Picoult's recent article in LOMA Resource magazine. While the article focuses on the challenges for insurance firms, the lessons offered apply to a wide variety of industries.
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If Money Doesn't Make You Happy, Then You Probably Aren't Spending It Right
This catchy title comes from a soon-to-be-published research paper by a group of Harvard psychologists. Its key finding: People get more satisfaction spending money on an experience than they do spending money on plain old goods and services. The New York Times recently ran a great article on this topic, describing how companies like Wal-Mart and Best Buy are working to capitalize on consumers' thirst for memorable experiences.
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You May Have Missed...
Noteworthy items from past newsletters:
"Is Your Business LEANing In The Wrong Direction?" Are you up to your eyeballs in Lean and Six Sigma initiatives? Be careful where these strategies can lead you. | Read it
"It's Open Enrollment Season... Let The Frustration Begin!" What do employee benefits enrollment and root canal have in common? | Read it
WaterRemarks July/August 2010. Were you enjoying a summer vacation and missed the last issue of WaterRemarks? Catch up here. | Read it
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By The Numbers
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9% |
The increased amount that Americans, on average, are willing to spend in order to work with companies that provide excellent service.
Source: American Express' Global Customer Service Barometer (2010). |
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Upcoming Events
Watermark Founder Jon Picoult will be a featured speaker at the following public events:
Andesa Services 2010 Client Forum September 16, 2010 | Macungie, PA
Staffing Industry Analysts Healthcare Staffing Summit
September 21-22, 2010 | Chicago, IL | Details
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