Jon Picoult

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, and many of his cohorts on Wall Street, have been skewered by the press, politicians and the public for their...

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 Fiduciary Standard Battle." The piece describes how the life insurance industry is close to victory in its effort to lobby against...

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 existence of Santa Claus. Admittedly, it can be difficult to quantify a specific profit or revenue impact from some types of...

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 a great brand experience. Unfortunately for the company, while both lessons were memorable, they weren't both positive. Nexus One Buyers...

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 it possible for businesses to just “resolve” their way to delivering better customer experiences?  You might be surprised at the...

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 unable to stay focused on what’s important and find themselves meandering from buzzword to buzzword.  It’s a dynamic that can...

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 offer that GM introduced in September.  Mr. Whitacre issued the directive as part of his effort to sharpen GM’s focus...

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 of customer communications gone wrong. Consumers get these written statements from their health insurance companies after going to the doctor or...

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 identify good nutritional choices.  This summer, the labels started appearing on food packaging – prominently displayed on healthy foods like… ...

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 the S&P 500 Index during the same period). With one of the poster children for the "Experience Economy" performing...

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