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

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

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 [...]

Do your Customer & Employee Experience efforts lack business sense?

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

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 [...]

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

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

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 [...]

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

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

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 [...]

The Member Relationship: What Members Need Most From Your Association

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

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 [...]

The Customer Experience Drinking Game… Anyone?

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

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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We put a lot of thought into our logo. It represents the three relationship entities of the business ecosystem: Customers, employees, and partners. They all blend together into a unified entity we call a company. They are corporate entities brought together for a common purpose. The relationship between these corporate entities is called the corporate relationship. Now you know what we are about. Be sure to learn more about us throughout this page.

About the Concept

Everything we do (consulting, education, technology assisted digital interviews, and program development) is always about the seven foundations of business relationships. You will see them throughout this site, in our books, and in every engagement. We believe in the importance of focusing on these areas, measuring them, and making strategic and technology decisions based on their level of health at your company. We have been described as marriage counselors for companies... That is not a bad analogy.

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