Creating A Customer-Centric Workplace

How do you create a workplace that works -- for both employees and customers? In this clip from a recent keynote, Watermark founder Jon Picoult describes how business leaders can remove distractions from their employees' lives, enabling them to focus more fully on the customers they serve. [3 minute video]

CX 101: What Is The Employee Experience?

To deliver a great customer experience, you've got to have a workforce that's equipped, engaged, and inspired to do so. Achieving that requires smart, intentional design of the Employee Experience -- which involves a lot more than just paychecks and perks. [4 minute read]

The Intersection Between Customer Experience And Leadership

By virtue of the perch they inhabit, leaders have a unique opportunity to show their teams what right looks like with regard to customer-focused behaviors. It's among the topics Jon Picoult covered during his appearance on the "Customer Confidential / Net Promoter" podcast. [48 minute show -- full interview available here.]

Launching A CX Improvement Program

Sometimes the hardest part about launching a Customer Experience (CX) improvement program is knowing where to begin. Here's how one company used Watermark's "CX JumpStart" service to develop a CX strategy that paved the way for future success. [1 minute read]

Missed The Last Edition Of WaterRemarks?

Did you miss out on our last edition of WaterRemarks? No worries, here's a link to access the newsletter and its lead story: "The Fine Art Of Memory Sculpting."