Why Customer Experience Will Never Be More Important Than Price

Business gurus often argue that, when it comes to differentiating a brand, customer experience is more important than price. In his latest Forbes column (republished here on our paywall-free blog), Watermark founder Jon Picoult explains why that assertion is fundamentally flawed. [3 minute read]

Boeing's Mixed Signals

The Wall Street Journal recently published an exposé on the crisis at aircraft manufacturer Boeing. As Jon Picoult wrote in this LinkedIn post, the Boeing debacle illustrates how influential a company's work environment can be in shaping customer-centric behavior. [1 minute read]

How To "Account" For Companies' Neglect of Customer Experience

Why can it be such a struggle for well-intentioned business leaders to get their companies to invest in a better customer experience? The surprising answer: It's often, in part, an accounting issue. That's among the topics Jon Picoult covered in this episode of the Consumerpedia podcast. [30 minute show]

ICYMI: A Road To Nowhere -- Why Customer Journey Maps Fail To Deliver Results

A stunning 83% of companies report disappointing results from their customer journey mapping efforts. Here's how your organization can avoid a similar fate. [3 minute read]

Last Month's Edition Of WaterRemarks

Did you miss out on last month's edition of WaterRemarks? No worries, here's a link to access the newsletter and its lead story: "A Self-Checkout That Customers Love? This Company Created It."