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Volume 3 | Issue 5 | May 2011 |
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Why Are People Getting So Emotional About Amazon?
In a new consumer survey, Amazon.com was rated one of the strongest companies in "emotional appeal." How did a company in the mechanical and mundane business of Internet retailing accomplish such a feat - and what can your business learn from it? Read the WaterRemarks blog post.
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Why Employee Retention Doesn't Matter
If your goal is to create a highly engaged workforce - a team of people truly committed to your business' success - then don't focus on employee retention. In this provocative new article for Monster.com's Employer Resource Center, Jon Picoult explains why. Read the article.
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Watermark's Picoult Selected as Advisor to New Customer Experience Online Community
CustomerThink, the world's largest community dedicated to customer-centric business management, has named Jon Picoult to the Founders Council of its new online community dedicated to Customer Experience Management. Picoult is one of fourteen customer experience thought leaders from around the world who were selected to oversee the new community. Read the press release.
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You May Have Missed...
Noteworthy items from past newsletters:
The Dark Side of Customer Satisfaction Surveys. Is your business focused on obtaining good feedback instead of accurate feedback? | Read it
The Worst 800-Line Greeting Ever. This dubious example of a customer touchpoint gone wrong falls squarely in the category of "folks, you can't make this stuff up." | Read it
WaterRemarks April 2011. Did you miss the last issue of WaterRemarks? No worries, catch up here. | Read it
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By The Numbers
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34% |
The percentage of consumers citing interactions with a rude or disinterested employee as the primary reason they stopped doing business with a company.
Source: Satmetrix Net Promoter Industry Benchmark study (2011). |
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Upcoming Events
Watermark Founder Jon Picoult will be a featured speaker at the following public events:
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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