Curious which of our posts were the most-read this year? We were, too, so we tallied up the numbers and came up with this list of Watermark’s most popular posts of 2020. They cover quite a range of topics, from customer experience to employee experience to leadership.
Here they are, all compiled in one place, in case you missed any of them during the course of the year:
#10 — A Customer-Centric Culture Starts By Embracing This One Truth
No matter what title is on your business card or what job you hold — there are really just two roles in any organization, and the sooner your workforce realizes that, the more customer-centric your company will be.
#9 — What Effective Leaders Do During Difficult Times
During times of crisis, organizational leaders go into problem solving mode, focusing on the mechanics of business recovery. However, there’s another simple, tone-setting tactic they should use to help staff weather the storm.
#8 — How To Deliver “Service With A Smile” In The Age Of Covid-19
Covid-19 has robbed service providers of one of their most effective tools for fostering customer engagement: the smile. Here are four ways businesses can overcome that new challenge.
#7 — How To Make Customers Happy Despite Long Lines And Call Queues
We’re all waiting in line more often, in person, online, or over the phone. But there are tactics businesses can employ to make queues a tolerable nuisance in the customer experience, rather than a defining characteristic.
#6 — A Bold Customer Experience Prediction
Management gurus love to make predictions. Well, here’s one bold business prediction we made at the turn of the year that was pretty much guaranteed to come true.
#5 — Three Tips For Strengthening Customer Loyalty During Difficult Times
How can a business weather a consumer crisis and come out even stronger on the other side? Hyundai did it during the Great Recession, and their feat offers lessons that other companies would be wise to follow.
#4 — What Every CEO Can Learn From A Crooked Lampshade
Why do legendary brands like Nordstrom, Krispy Kreme and Starbucks obsess over minor details in their customer experience? It’s because these companies have an appreciation for the “Lampshade Effect.”
#3 — Recession-Proof Your Business With A Great Customer Experience
What’s the best way to recession-proof your business? Many organizations rely on cost cutting – but data from the last U.S. recession in 2007-2009 suggests there’s another strategy worth considering.
#2 — Seven Ways To Make Your Online Virtual Conference Successful
The keys to a successful online, virtual conference event are a bit different than those for a traditional live, in-person event. Here’s how event organizers can bring even a remote audience to their feet.
#1 — Why Work-From-Home Might Not Work: The Looming Risk For Employers
Encouraged by work-from-home efficiencies, companies are barreling forward to make those arrangements permanent. But they could be miscalculating, ultimately boosting turnover instead of productivity.
Like these articles? View the WaterRemarks blog to see more like them, or subscribe to Watermark founder Jon Picoult’s monthly eNewsletter to get customer and employee experience tips delivered directly to your inbox.