A collection of practical tips and guidance, derived from our work helping organizations worldwide to enhance their customer experience.
The problem with Customer Service Week: Firms that celebrate customer-centricity one week a year aren’t customer-centric at all.
Southwest’s latest customer experience coup follows a familiar playbook — and it’s an approach that can benefit any business.
Subtle signals in the workplace (even an email signature line) can exert a surprising influence on employee engagement.
Watermark founder Jon Picoult’s new book FROM IMPRESSED TO OBSESSED was featured as a top summer read by The Wall Street Journal.
Data from the Great Recession provides an important clue about how to best protect your business from future downturns.
How do you get more companies to focus on customer experience? Get more customers to vote with their feet.
There’s a scientific reason why gratitude is so good for building engagement with customers, colleagues, and employees.
Jon Picoult is quoted in this article about the sad state of customer service and the incivility it breeds.
Watermark founder Jon Picoult shares five simple tactics for leaving great, lasting impressions on customers and employees.
