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Volume 3 | Issue 3 | March 2011 |
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Why Did The #1 Rated Firm in
Customer Experience Go Bankrupt?
Last month, bookstore chain Borders filed for bankruptcy. Unlike many of the companies that have succumbed to recent economic pressures, Borders was unique in one important respect: Just a few months ago, it was rated as having the best customer experience of any company in any industry. Read the article.
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84% of Workers Plan to Jump Ship in 2011
This startling statistic from HR consultancy Right Management highlights a key risk businesses will face during the economic recovery. When faced with the prospect of higher turnover, many firms just focus on strengthening employee loyalty. But as Watermark's Jon Picoult recently wrote for Monster.com's Employer Resource Center, there's another side to the turnover equation that routinely gets overlooked. Read the article.
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Quantum Physics and Your Customer Feedback Program
What in the world could physicist Werner Heisenberg have known about soliciting customer feedback? Turns out he knew quite a bit -- about sub-atomic particles, reality show contestants and even voice-of-the-customer programs. Read the article.
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You May Have Missed...
Noteworthy items from past newsletters:
The Towel Mat: How Little Things Can Make Big Impressions. Sometimes, the greatest impressions on a customer can come from the smallest of details. | Read it
Be Nice To Job Seekers; They're Shoppers, Too. Today's employment candidates could be tomorrow's customers. In this New York Times article, Watermark's Jon Picoult explains why that matters for both your employer and consumer brands. | Read it
WaterRemarks February 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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9% |
The percentage of business owners/executives who, based on recent interactions with their company's financial services provider, would recommend that provider to a colleague.
Source: Forrester Research study (2010). |
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Upcoming Events
Watermark Founder Jon Picoult will be a featured speaker at the following public events:
JETS Job Network
March 23, 2011 | West Hartford, CT
MDRT Annual Meeting
June 5-8, 2011 | Atlanta, GA | Details
Connecticut Business Expo
June 9, 2011 | Hartford, CT | Details
Staffing Management Association of Southern New England
September 22, 2011 | Cromwell, CT
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