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Volume 3 | Issue 9 | October 2011 |
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 The Half-Life Of Customer Feedback
Do you remember what you ate for lunch a week ago? Probably not. Yet, judging by many customer feedback programs, businesses seem to think that consumers have incredible powers of recall -- and it undermines the quality of their customer insights. Read the article.
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 Video: Pique The Interest Of Top Talent
Talent acquisition is a business like any other. So what kind of "customer experience" are you delivering to job seekers? In this interview with Monster.com's Employer Resource Center, Watermark's Jon Picoult describes how an administrative recruiting touchpoint can be turned into a persuasive marketing opportunity. Watch the video.
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Better Ideas Through Failure
Does your business have a "Heroic Failure" award? That's just one way that companies profiled in this recent Wall Street Journal article try to encourage innovation through prudent risk taking. Read the article.
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You May Have Missed...
Noteworthy items from past newsletters:
Why Satisfaction With Home Insurers Is Falling Faster Than Home Prices. Yet another example of how insurers can be their own worst enemy. | Read it
Are Your Customers Hearing Voices? Does your customer service 800-line sound like a personal call or a cattle call? | Read it
WaterRemarks September 2011. Did you miss the last issue of WaterRemarks? No worries, catch up here. | Read it
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Quotable
"There is a prevailing assumption [among health insurers] that people make their decision based on cost, but service experience has more to do with actual satisfaction. "
Rick Millard
Senior Director, Healthcare Practice
J.D. Power & Associates
(June 2011)
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