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.

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) [...]

The Assassination of Customer Experience by the Coward Silo Strategies

By | 2017-11-23T03:30:24+00:00 February 27th, 2015|Categories: Customer Strategies|

Customer experience (or Cx) continues to receive a lot of attention from technology vendors, event organizers, and customer strategy and operations practitioners. For the latter, the interest stems from what customer experience metrics reveal to their company and the way Cx supports customer economics (i.e. a 1.2 increase in positive customer experience results in x dollars [...]

Like Bruce Lee said… Keep Cx Simple (sort of)

By | 2017-11-23T03:30:24+00:00 February 14th, 2015|Categories: Customer Strategies|

It amazes me that Customer Experience (or Cx – because we have to give everything a cool acronym) did not stick sooner than it did. It’s simplicity is brilliant and puzzling at the same time. Let me give you an example. I heard the Vice President of Customer Service & Sales Operations for one of America’s [...]

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