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Volume 3 | Issue 1 | January 2011 |
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Picoult Reveals "Extraordinary" Secret
In this video clip from a recent TEDx Conference, Watermark Founder Jon Picoult reveals an "extraordinary" (and amusing) secret for turning customers into loyal brand advocates. (TED is a non-profit whose conferences bring together the world's most fascinating thinkers and doers, with the goal of spreading ideas that change attitudes, lives and ultimately, the world.) Watch the video.
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An Industry Where The Customer Comes Second
In just a few days, the Securities & Exchange Commission (SEC) will issue its long awaited opinion on whether or not investment brokers should be legally required to act in their clients' best interest. Many brokers are not currently held to that standard - which, as Jon Picoult argued in a 2009 Dow Jones MarketWatch editorial, undermines consumer confidence and trust in the entire financial services industry. Read the article.
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Are Your Customer Satisfaction Surveys...
Dissatisfying Your Customers?
Businesses that take the time to solicit customer feedback should be revered. Unless, of course, the way they solicit that feedback just serves to irritate their customers. Surveys are a customer touchpoint like any other - so manage them accordingly. Read the WaterRemarks blog post.
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From Candidate To Colleague:
Shaping Your New Employees' Workplace Experience
Want to create a great workplace that engages and inspires your employees? How you welcome new recruits aboard says a lot about your employer brand - and sets the stage for the new staff's success or failure. Jon Picoult was one of several experts consulted by Inc. Magazine for a story about employee onboarding. Read the article.
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You May Have Missed...
Noteworthy items from past newsletters:
"Need To Cut Costs? Deliver Better Service." Are you trying to control expenses in this tough economic environment? Here's a counterintuitive way to do it. | Read it
"Making Shared Services Work." Is your toughest customer an internal customer? See how one internal service unit turned its critics into advocates. | Read it
WaterRemarks December 2010. Did you miss the last issue of WaterRemarks? Catch up here. | Read it
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By The Numbers
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90% |
The proportion of companies that fail to follow up on feedback collected from voice-of-the-customer programs.
Source: "Voice of the Customer: The Gartner CRM Team's Perspective" (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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