A collection of practical tips and guidance, derived from our work helping organizations worldwide to enhance their customer experience.
Denver’s 5280 Magazine interviewed Jon Picoult for this article about Frontier Airlines’ poor handling of pandemic-related flight cancellations.
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.
New consumer research finds that while people might hope for the best customer experience, they anticipate the worst.
A new policy will have Ally forgoing millions in revenue, yet the customer advocacy they’re showing will be far more valuable.
Harvard Business Review interviewed Watermark founder Jon Picoult for this white paper about the critical role CFOs play in customer experience differentiation.
“Engagement hubs” are becoming buzzworthy, but how does this technology actually improve the customer experience? Jon Picoult offers his perspective.
How important is the employee experience? With a tweak to its core mission, Amazon signals that it’s not enough to just be customer-centric.
A more efficient experience isn’t necessarily a more engaging experience.
Watermark founder Jon Picoult’s new book about creating great, differentiated customer experiences is coming Oct 12, 2021!
