We’ve crunched the numbers and are pleased to present Watermark’s Top 10 Most-Read Articles of 2022!
These are the stories that garnered the most page views during the year (regardless of when they were published). They cover quite a range of topics, from customer experience to employee experience to leadership.
Perhaps not surprisingly, the articles capture numerous subjects that people were both fascinated with and challenged by during the course of 2022: An airline industry rocked by customer experience horror stories, leaders trying to figure out how to best engage employees in the face of “quiet quitting,” and businesses wrestling with the prospect of an economic downturn.
So… here they are, consolidated in one easy-to-read list — Watermark’s most-read articles of 2022:
#10 — The Power Of Gratitude: Why A Little ‘Thanks’ Goes A Long Way
There’s a scientific reason why gratitude is so good for building engagement with customers, colleagues, and employees.
#9 — A Simple And Smart Solution To The Scourge Of After-Hours Emails
Subtle signals in the workplace (even an email signature line) can exert a surprising influence on employee engagement.
#8 — Why Revenue Growth Is A Poor Measure Of Customer Experience ROI
Customer experience evangelists are getting too revved up over revenue growth.
#7 — Workers Are Flexing Their Muscles. Now Customers Should, Too.
How do you get more companies to focus on customer experience? Get more customers to vote with their feet.
#6 — Tesla’s Trillion Dollar Customer Experience: A Peek Under The Hood
Tesla is using smart, proven customer experience design techniques to upend the notoriously competitive auto industry.
#5 — This Is Why Customer Affection For Southwest Airlines Doesn’t Expire
Southwest’s latest customer experience coup follows a familiar playbook — and it’s an approach that can benefit any business. [Editor’s note: This article was published before Southwest’s December 2022 flight scheduling meltdown — but we still stand by the story!]
#4 — The Key To Handling High Customer Service Call Volumes
Stop trying to deflect customer calls, and instead try to preempt them.
#3 — Five Ways To Make Every Week Feel Like Customer Service Week
The problem with Customer Service Week: Firms that celebrate customer-centricity one week a year aren’t customer-centric at all.
#2 — The Haunting of Spirit Airlines
The airline is learning the hard way about how the “cognitive scars” created by poor customer experiences can haunt a brand for years to come.
And our most-read article of the year is…
#1 — What The Last Recession Tells Us About Surviving The Next One
Data from the Great Recession provides an important clue about how to best protect your business from future downturns.
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.