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Volume 3 | Issue 4 | April 2011 |
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Macy's Tells Its Staff To Be Less Outstanding. Huh?
U.S. retailer Macy's has discovered the drawbacks of scripting front-line personnel too strictly. The lesson learned? You can't script great service. Read the WaterRemarks blog post.
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Watermark's Jon Picoult in The Wall Street Journal
Watermark Founder Jon Picoult was recently interviewed by The Wall Street Journal on the topic of employer branding, providing commentary on a newly released study of the most desirable employers. Read the article.
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Watermark Achieves +83% Net Promoter Score
Time for a bit of shameless self-promotion. At Watermark, we help our clients turn everyday people into raving fans. But, based on a widely-used measure of brand loyalty, we're apparently creating some raving fans of our own. Read the article.
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Adapting Your Management Style to Deliver a Better Employee Experience
Want to deliver a great customer experience? First you've got to deliver a great employee experience -- and that requires skilled leadership. American Express' OPEN Forum recently featured Jon Picoult's ideas for tuning one's management style to foster a healthier, more engaging work environment. Read the article.
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You May Have Missed...
Noteworthy items from past newsletters:
Where Does The Customer Experience Begin and End? You might find it surprising to learn just where your business' customer experience starts and stops. | Read it
Why Your Service Staff Resents Your Sales Staff. Many companies work tirelessly to shape effective reward programs for their sales staff. And what about service staff? Oh, we sort of forgot about them! | Read it
WaterRemarks March 2011. Did you miss the last issue of WaterRemarks? Catch up here. | Read it
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Quotable
"A lot of people have fancy things to say about Customer Service, but it's just a day-in, day-out, ongoing, never-ending, persevering, compassionate kind of activity."
Leon Leonwood Bean
Founder, L.L. Bean
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Upcoming Events
Watermark Founder Jon Picoult will be a featured speaker at the following public events:
Simsbury-Granby Rotary Club
May 5, 2011 | Simsbury, 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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