2 03, 2018

What is a customer experience “expert” exactly?

By |2018-03-02T03:55:44+00:00March 2nd, 2018|Categories: Customer Experience (Cx), Customer Strategies|0 Comments

First, a sincere disclaimer… I did not write this post with anyone in mind. Yes, I did a quick search on LinkedIn for present and past titles with the words “customer experience expert” and got 1,050 results on LinkedIn… I understand that the title is a great way for people to find you and a vehicle [...]

2 03, 2018

A Rose by Any Other Name is Still a… Cow???

By |2018-03-02T03:54:41+00:00March 2nd, 2018|Categories: Customer Experience (Cx), Customer Strategies|0 Comments

I saw an advertisement today that read "Customer Service Is Over, Customer Experience is the new champion. Make sure you're getting CX right." My first thoughts (almost immediately) were: a) Another misguided attempt to replace a concept that does not need replacing, and b) How do you get "Cx right" without service? Unfortunately, this is a [...]

2 03, 2018

Do your Customer & Employee Experience efforts lack business sense?

By |2018-03-02T03:53:29+00:00March 2nd, 2018|Categories: Customer Experience (Cx), Customer Strategies, Employees|0 Comments

Every week I read a new post about the "emergence" of employee experience (lets call it Ex) as a priority and essential element of customer experience (Cx) success. Some companies struggle to prioritize employee-focused vs customer-focused efforts, and build cultures that care about both. But dialog on this topic is beyond new or emergent. I don't [...]

10 08, 2017

The Rise of TEBRAL: Connecting Experience, Relationship, and Loyalty

By |2018-03-02T03:50:18+00:00August 10th, 2017|Categories: Customer Strategies|0 Comments

OK, ok… I am just going to let the cat out of the bag right now… I totally made up the acronym. The fact that the title sounds like a bad sci-fi movie probably gave it away. However, it stands for a very important sentiment we need to seriously consider amidst the confusion in customer initiative [...]

10 08, 2017

Not Dead Yet: Why CRM and Cx Are BOTH Critical Components of Customer Success

By |2017-11-23T03:30:21+00:00August 10th, 2017|Categories: Customer Strategies|0 Comments

After all these years, I continue to see people write articles about the death of CRM. Lately, I have seen articles emerge about the death of Customer Experience as well. Incidentally, the deaths of Adam Sandler, Sylvester Stallone, and former MMA fighter Ronda Rousey have also been recently reported. All these are hoaxes. In the case [...]

2 10, 2016

It is NOT just customer or employee experience. The Experience Trend is coming…

By |2018-03-02T03:51:41+00:00October 2nd, 2016|Categories: Customer Experience (Cx), Customer Relationship Management, Customer Strategies, Employees|0 Comments

There is a trend coming and I hope you are already planning for it. Like many trends, this trend will emerge from necessity and from the need to address fundamental aspects of human behavior in business life. It is the "experience" trend, and it will give way to an all-inclusive approach to managing business relationships. Surely [...]

3 09, 2016

The Member Relationship: What Members Need Most From Your Association

By |2017-11-23T03:30:21+00:00September 3rd, 2016|Categories: Customer Strategies|0 Comments

It was late in the day Friday, just as I started wrapping things up for the weekend, that the emails started to hit my inbox from fellow association members. The first one had an enigmatic enough subject line, “Need to ask you about something.” The next six emails were not as mysterious: “Hey, I am cancelling [...]

3 09, 2016

Is the Customer Experience Movement In Trouble?… And What To Do About It

By |2017-11-23T03:30:21+00:00September 3rd, 2016|Categories: Customer Strategies|0 Comments

If the title of this blog alarms you out of concern for your own involvement in the Customer Experience (Cx) industry, your corporate role, or your livelihood as a Cx technology vendor, please be sure to read all the way to the end. I personally find this subject tough to address. It feels a little bit [...]

22 03, 2015

The Customer Experience Drinking Game… Anyone?

By |2017-11-23T03:30:21+00:00March 22nd, 2015|Categories: Customer Strategies|0 Comments

The text read “Drinking game: Drink every time they say ‘experience’ here at the conference.” The sender, a dear friend and colleague of many years was not complementing the heralding of customer experience at this global conference. He was poking fun at the way so many people suddenly can’t stop using that term. Customer experience (Cx) [...]

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