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Volume 3 | Issue 8 | September 2011 |
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May I Have Your Password?
No, this isn't a phishing e-mail. Just a story of a company that asks a taboo question and scuttles its customer experience as a result. See what you can learn from their missteps. Read the article.
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It's Not You... It's Me!
Disengaged employees. Dissatisfied customers. A slumping business. Can it get any worse? Maybe, if you start to realize that your leadership style could be at the bottom of it all. In this Inc. magazine article, Watermark's Jon Picoult highlights a leadership style that might just help you turn everything around. Read the article.
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Are You Sentencing Your Job Applicants To Hard Labor?
This past Labor Day, did you thank your recent job applicants for laboring through your hiring process? In this article for Monster.com's Employer Resource Center, Watermark's Jon Picoult shares some surprising statistics -- illustrating how businesses are creating recruiting experiences that actually drive good candidates away. Read the article.
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You May Have Missed...
Noteworthy items from past newsletters:
My Triple-A Went Away. This article, written long before the U.S. lost its coveted AAA rating, seems fresh again in light of the economic stresses that continue to plague financial services companies around the world. | Read it
Why Netflix Customers Don't See Red. Remember the good ol' days when people fawned over Netflix (pre-price increase)? Well, they might be struggling with consumer perceptions today, but here's a story about when they were getting things just right. | Read it
WaterRemarks Summer 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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50% |
The increase in number of items purchased by consumers who have a positive interaction with front-line salespeople.
Source: Bain & Co. (2010). |
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