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Volume 2 | Issue 10 | December 2010 |
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In Search Of Anchovies & Artichoke Hearts: Lessons In Customer Experience From The Corner Grocery Store
When interacting with customers, do you Point or do you Escort? No matter what industry you're in, it's important to understand the difference and what it means for your customer touchpoints. Read the WaterRemarks blog post.
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Big Oil, Tobacco and... Insurers?
Many people view the insurance industry unfavorably, as evidenced by recent studies of corporate reputation, consumer trust and customer engagement. Why do so many insurance firms fail to connect with consumers? Read Jon Picoult's latest National Underwriter article to find out: "Why Do Customers Tune Out Insurers?"
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Eight Ways To Deliver More Responsive Service
Zendesk, a leading provider of help desk software, recently asked Watermark to share some tips for delivering service that's not just viewed as competent, but also feels unusually responsive. Read the Zendesk blog to learn more.
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You May Have Missed...
Noteworthy items from past newsletters:
"Yes, Virginia, There Is A Return On Customer Experience Investments." This widely quoted Watermark analysis, illustrating the stock performance of customer experience leaders and laggards, made believers out of many skeptics. | Read it
"Networks Too Big For Their Own Good." With LinkedIn approaching 100 million members, companies are increasingly relying on online professional networks to identify and research employment candidates. But as Jon Picoult wrote last year in The New York Times, there's a downside to it all. | Read it
WaterRemarks November 2010. Did you miss our last issue. Catch up here. | Read it
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By The Numbers
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61% |
The proportion of consumers who say that quality service is more important to them in today's economic environment. (Yet the vast majority of those surveyed don't believe companies have increased their focus on 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:
Staffing Management Association of Southern New England
March 9, 2011 | Cromwell, CT
MDRT Annual Meeting
June 5-8, 2011 | Atlanta, GA | Details
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