Jon Picoult

Are You Ready For The Turnover Tsunami?

Recruiting and retaining talented employees is a constant priority for any right-minded business. But the global economic downturn has created a workplace dynamic...

The Dark Side of Satisfaction Surveys

Last summer, I wrote about how companies can easily fall into the trap of fielding customer surveys that tell them exactly what they want...

The Towel Mat: How Little Things Can Make Big Impressions

Here in New England, the arrival of spring kicks off the annual rite of liberating one's car from its winter encasement of dirt, grime,...

What Oprah Can Teach The Boys At Goldman Sachs

If you have any doubt just how powerful brands can be in shaping public perception, talk to Lloyd Blankfein, CEO of Goldman Sachs. Mr. Blankfein,...

Life Insurance Industry Wins The Battle, But Loses The War

<imgx src="http://www.watermarkconsult.net/blog/wp-content/themes/arras-theme/library/timthumb.php?src=http://www.watermarkconsult.net/blog/wp-content/uploads/2010/02/promises-not-kept.jpg&w=630&h=225&zc=1" style="float:left; margin-right: 10px" National Underwriter, a leading insurance industry trade journal, published an article today titled "Life Industry May Have Won A...

Yes, Virginia, There Is A Return On Customer Experience Investments

In some business circles, getting people to believe in a return on customer experience investments is a lot like getting them to acknowledge the...

Google soars and Google stumbles

Within the span of a single week last month, Google provided two memorable lessons to the business world about what it takes to build...

It’s New Year’s

Exercise more, eat healthier and…  deliver extraordinary service? It’s that time of year when many of us resolve to do something differently, something better.  Is...

How To Keep Your Organization Focused On Its — Oooh, Look At Those Kittens!

Ever worked in a place where organizational priorities changed as often as the weather?  Welcome to the world of Organizational A.D.D., where businesses are...

What Drives GM Customers Away (Other Than Their Cars?)

General Motors Chairman Edward Whitacre recently instructed his staff to call the roughly 200 customers who returned their cars under a 60-day money-back guarantee...

A healthcare EOB that’s an “Exaggeration of Benefits.”

As regular readers of my blog posts and articles know, I often hold health insurance Explanation of Benefits (EOBs) up as a prime example...

Smart Choices; Bad Judgments.

For the past two years, the food and beverage industry has been developing a new package labeling program, dubbed “Smart Choices,” to help consumers...

Is the “Experience Economy” Contracting Towards Irrelevance?

The stock of Starbucks Coffee, long revered as a prime example of a consumer-focused, experience-oriented business, was down over 50 percent in 2008 (underperforming...

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