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Volume 3 | Issue 2 | February 2011 |
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New Watermark Study Reaffirms Linkage Between Customer Experience And Corporate Stock Returns
Watermark has released its second annual analysis of stock market returns for customer experience leaders and laggards. The results provide further evidence that when you're good to your customers, investors will be good to you. See the results.
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Watermark's Jon Picoult in The Wall Street Journal
Executives want to have a good rapport with their employees, but there's something (or, more aptly, someone) standing in the way. Read Jon Picoult's recent Wall Street Journal article and learn how many managers are inadvertently driving a wedge between themselves and their staff. Read the article.
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Are Your Customers Hearing Voices?
Does your 800-line sound like a personal call or cattle call? How you manage extraneous noise in your call center can have a subtle but significant impact on your customers' experience. Read the WaterRemarks blog post.
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You May Have Missed...
Noteworthy items from past newsletters:
A Healthcare EOB That's An "Exaggeration of Benefits." Why do health insurers occupy a permanent spot at the bottom of all customer experience and loyalty indices? Try looking at their Explanations of Benefits. | Read it
What Does Watermark Know About You? No, we're not stalking you - not even leaving cookies on your browser! But we still might know something about the challenges your business faces. | Read it
WaterRemarks January 2011. Did you miss the last issue of WaterRemarks? Catch up here. | Read it
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By The Numbers
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64% |
The percentage of consumers indicating that how a company addresses service requests is more important than price when deciding whether to continue doing business with the firm.
Source: ClickFox Customer Service Best Practices Survey (2009). |
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Upcoming Events
Watermark Founder Jon Picoult will be a featured speaker at the following public events:
JETS Schmoozer's Job Network
March 23, 2011 | West Hartford, CT
MDRT Annual Meeting
June 5-8, 2011 | Atlanta, GA | Details
Staffing Management Association of Southern New England
September 22, 2011 | Cromwell, CT
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