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Volume 3 | Issue 7 | July-August 2011 |
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How to Break Through Growth Barriers
In this interview with American Express' OPEN Forum, Watermark Founder Jon Picoult describes how companies can overcome common obstacles to growth -- from how you define your business to how you lead it. Read the article.
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5 Things Job Candidates Are Saying Behind Your Back
The job candidate "customer experience" is notoriously devoid of basic professional courtesies and respect. Candidates won't tell potential employers about the indignities they suffer, for fear of jeopardizing their hiring chances. So what are candidates saying behind employers' backs, and what can your company do about it? Read the article.
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Why Did The #1 Rated Firm in
Customer Experience Go Out of Business?
Borders bookstore decided to liquidate last month, after failing to find a buyer for the bankrupt company. With the retailer now officially out of business, here's another look at a March WaterRemarks blog post, explaining how Borders went from the #1 rated company in customer experience... to the scrap heap. Read the article.
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You May Have Missed...
Noteworthy items from past newsletters:
Insurance, the iPad and Customer Engagement. Can stodgy old insurance be as engaging as the iPad? On first blush, it sounds like a stretch... but the real answer may surprise you. | Read it
Maggots on a Plane: A Tale of Service Recovery. Just when you thought the air travel experience couldn't get any more inhuman, along comes U.S. Airways Flight 1537, which declared a "minor emergency" when maggots began falling from the overhead baggage compartments onto passengers below. | Read it
WaterRemarks June 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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13% |
The increased amount that U.S. consumers, on average, are willing to spend in order to work with companies that provide excellent service (up from 9% last year).
Source: American Express' Global Customer Service Barometer (2011). |
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Upcoming Events
Watermark Founder Jon Picoult will be a featured speaker at the following public event:
Staffing Management Association of Southern New England
September 21, 2011 | Cromwell, CT | Details
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