Customer experience consulting

without the typical platitudes.

No consultant-speak here. Just insightful and practical guidance, delivered via our wide array of customer experience consulting services.

Customer Research

To create a great customer experience, you need a keen understanding of your customers.

What delights your customers? What frustrates them? What unmet needs do they have? What makes them leave for a competitor? We uncover game-changing customer insights that will drive your business forward.

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  • Qualitative research
  • Ethnographic studies
  • In-depth customer interviews
  • Voice-of-the-Customer program design
  • Customer survey design and analysis
  • Net Promoter program development

Brand Development

Pinpoint what’s truly distinctive about your brand, your products and your services.

Your brand is your True North – the foundation on which you build your customer experience. What does your company really stand for, and what distinguishes it from competitors? We tease this information out to sharpen your brand and highlight what truly distinguishes your business in the marketplace.

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  • Brand definition
  • Value proposition development
  • Sales pitch tuning

Experience Engineering

Great customer experiences don’t happen by accident. They are very deliberately and intentionally designed.

We’ll help you evaluate and enhance your customer experience using our proven “3-D” approach: Dissecting your current end-to-end customer experience, Diagnosing its strengths/weaknesses, and then Differentiating it with a detailed roadmap for improvement.

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  • Customer experience evaluations
  • Customer experience design
  • Customer journey mapping
  • CX program design
  • Mystery shopping
  • Process improvement
  • Technology tool design


In a world rife with complexity, simple and elegant customer experiences stand out from the crowd.

The human mind prefers things that are easy to think about, rather than hard. Academics call it “cognitive fluency.” We call it “smart business.” We’re experts at making the complex simple, so customers tune you in and everybody else out. From sales pitches to written communications to business processes, if you can build it – we can simplify it.

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  • Business process streamlining
  • Communications simplification
  • Information architecture design

Communications Development

An excellent customer experience needs the “write” stuff – written communications that are intuitive and impressive.

Easy reading is hard writing. We help you cut through the communications clutter by crafting messaging that’s clear, crisp and compelling. That means more sales conversions, less confused customers, and better-informed employees.

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  • Customer communications improvement
  • Content simplification
  • Presentation development/enhancement

Employee Experience

In customer experience, what happens “backstage” is as important as what happens “onstage.”

Happy, satisfied employees help create happy, satisfied customers. You can’t talk about improving your customer experience without also considering your employee experience. Your staff must be engaged, inspired and equipped to deliver the customer experience you desire – and that requires thoughtful design of the work environment in which they operate.

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  • Employee experience evaluation
  • Employee experience design
  • Job candidate experience improvement
  • Employee feedback solicitation
  • Performance metric design
  • Incentive program development


Align your organization around the customer experience imperative by educating people in the tools and techniques used by beloved companies.

From keynote speeches to hands-on workshops to customized programs, our educational programs energize executives and employees alike, and equip your team with the knowledge needed to create truly exceptional customer experiences.

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  • Keynote speeches
  • Half and full-day workshops
  • CX immersion programs
  • Executive education
  • Webinars

Not sure where to start?
We can help you with that.

Here are examples of some of our most common types of customer experience consulting engagements.

Customer Experience Reality Check

A rigorous and revealing customer experience assessment guided by Watermark’s proprietary “3-D” approach (Dissect, Diagnose, Differentiate). The Reality Check vividly illustrates what it feels like to be your customer, and then provides an exceptionally detailed roadmap for where and how to improve.

Request CX Reality Check Overview

Customer Experience CX-Ray

How might your work environment and internal infrastructure be adversely impacting the customer experience? Our CX-Ray peers into the backstage, behind-the-scenes components that underlie your customer experience, helping you create a workplace that cultivates both employee and customer loyalty.

Request CX-Ray Overview

Customer Experience JumpStart

Are you just first launching a customer experience improvement initiative in your organization? Where do you begin and what do you do? Our Customer Experience JumpStart will guide you in setting up an improvement program that’s tailored to your company’s needs.

Request JumpStart Overview

The Art & Science of a Great Customer Experience

This is Watermark’s flagship customer experience educational program. It reveals the customer experience secrets employed by legendary companies, and shows you how to apply them to your organization. The program is ideal for educating everyone from senior executives to front-line employees in the keys to customer experience excellence.

Request Program Overview

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