Every business desires to build the ultimate CX business model. You may have a plan to create your first Customer Experience model or perhaps you are in the processing of creating or modifying an existing CX model.  If you are one of the few that already has...

We are hearing more discussions on the Voice of the Customer including new roles created within corporations focused just on this topic.  However, what does it really mean?

As I raise this topic with my clients, I hear different interpretations on what they believe the...

One of the main elements in a customer experience framework is the development of a Customer Life Cycle Model.  This becomes clearer to companies I work with once we create their customized Customer Life Cycle model.  However, on the surface it may not be clear as to w...

As I work with several companies on making major transformations to drive a new and valuable customer experience, I notice that the teams can get caught up in the weeds.  They are heads down and executing on all the details that are required to make the transformation,...


I was asked recently if any consideration should be made to market segmentation strategies in a Customer Experience model.  The simple answer is “Yes”.  The more complex question is “How” to incorporate a market segmentation strategy into your customer experience mode...

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