About JC Quintana

An advocate for relationship improvement. The author of two books on customer relationship management and business relationship psychology. An adjunct professor of Customer Experience and Digital Marketing Strategy. Proud US Air Force veteran and even prouder husband and dad.

The Power of Envisioning

By | 2019-08-16T22:45:23+00:00 August 16th, 2019|Categories: Uncategorized|

Something amazing happens in that wonderful brain of yours when you temporarily withdraw your attention from your current reality to mentally simulate a vision of the future. Some studies* have highlighted the adaptive value of envisioning as it helps us consider future needs that require change in the present; changes that may be essential to our [...]

Authenticity in the Era of the Business Poser

By | 2019-08-16T22:43:57+00:00 August 16th, 2019|Categories: Uncategorized|

I am a bit ashamed to admit it, but when I saw the video of blind and autistic America’s Got Talent contestant Kodi Lee my first reaction was to question its authenticity. Reality TV talent shows like American Idol and AGT are infamous for hipping up the drama brewing in the lives of contestants in order [...]

The Customer Experience Litmus Test

By | 2018-03-02T03:56:21+00:00 March 2nd, 2018|Categories: Customer Experience (Cx)|

If “experience” means, "practical contact with, and observation of, facts or events." Then Customer Experience is about, “your customer’s practical contact with, and observation of, facts or events." If “practical” means, "of, or concerned with, the actual doing or actual use of something rather than with theory and ideas." Then Customer Experience is, “my customer’s actual (not theoretical) contact with, and observation [...]

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 [...]

CRM Implementations Still Failing? Well, no Duh!?

By | 2018-03-02T03:50:58+00:00 August 10th, 2017|Categories: Customer Relationship Management|

Once a month I hear someone use the "50% of CRM implementations fail" quote. It is amazing that a statement made about technology implementation, in general, has become so synonymous with CRM technology implementation failure specifically. The most current report I found on CRM implementation failure goes back to July 2013, attesting a 63% implementation rate. [...]

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 [...]

About the Logo

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.

Contact Us For More Information

Phone: 470-399-3555