Content from Jon Picoult
Jon Picoult is Founder & Principal of Watermark Consulting, a customer experience advisory firm that helps companies impress their customers and build brand loyalty. As a consultant and keynote speaker, he has advised thousands of executives across some of the world’s foremost brands. Contact Picoult at www.watermarkconsult.net or follow him on Twitter @JonPicoult.
How Insurers Can Build Trust Through Customer Advocacy
For the average insurance consumer, the arithmetic is hard to ignore: The less insurers pay in claims, the more money they make. Thus is planted the seed of a doubt that so many policyholders seem to ...
Business Interrupted: Why Insurers Are on the Hook for COVID-19
If you own business Interruption insurance, and your business gets interrupted by COVID-19, the income you lose must be covered by your policy, right? Not exactly, as people across the country are ...
Say ‘No’ to Shiny Objects
In their quest to stay ahead of the curve, business leaders might instead be throwing their employees a curve ball. Today's business world prizes innovation. Companies don't want to be left behind, ...
The Great Insurance Debate: Who Owns the Customer—Agent or Carrier?
For as long as insurers have distributed products through agents, a difficult question has dogged the industry: Who owns the customer? It's not an academic query. The answer has important strategic ...
Lessons From Two Customer Experience Legends
Earlier this year, in the span of just a couple weeks, the business world lost two great customer experience strategists. Jack Bogle was the founder of Vanguard Investments, which is now the ...
The Lost Art of the Handwritten Note
When it comes to crafting more engaging employee communications, one solution is literally in business leaders' hands. From supervisors of small teams to CEOs of large companies, organizational ...
Toxic Cultures: How Bad Customer Experience Impacts Employees
Are you trying to create a great customer experience in your organization? If you're focusing on your customers to accomplish that, then you're already missing half the story. That's because the ...
Watermark Consulting Study: Insurance Customer Experience Leaders Extend Their Edge Over Laggards
Insurers that earn jeers from their customers are falling further behind the ones that earn cheers. That's the key takeaway from Watermark Consulting's 2018 Insurance Customer Experience ROI Study. ...