Whether you call them Customers, Visitors or Guests, Landmark Experience can provide you with an honest and objective evaluation of their experience.

Customer with a capital C

Our vision of a Customer goes beyond the person buying your product or service. We see internal, external, clients, visitors, guests, employees, users, vendors and business partners - all are Customers of your business processes and the quality of their experience is what drives loyalty to your brand.

Our Guiding Principles:

What's best for the Customer?

What's best for the Crew?

What's best for the Company?

What's best for the Community?

I've found that by answering these four questions, a balance is achieved in your decision making and the best outcomes are achieved.

A Landmark..

... is a prominent, conspicuous or well-known object or event within a particular landscape that serves as a guide or memorable marker.  A Landmark Experience is important, memorable and meaningful.  When Customers have a positive landmark experience, they remember how they feel and positive feelings fuel customer loyalty.

With over 30 years of business experience, we can help you make every customer
touch point a Landmark Experience!

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Welcome To Landmark Experience

Landmark Experience Consulting provides Customer experience and process improvement expertise to businesses that both recognize and value the connection between experience, loyalty and customer and employee retention.

So How Do You Know You're In The Right Place?

• Are you a business owner with a successful business but something is standing between where the business is today and your dream of where you want it to go?
  
  
• You've grown really fast and the growing pains are getting the best of you. Everyone, including you, is so busy making it through each day that no one has time to step back and see the big picture.
  
  
• Most days are too heavy on the reactive and too light on the proactive. What's working well? What's not? You have a hunch but you need a fresh set of eyes to take a look.
  
  
• Your Customers and Employees are happy for the most part but you're concerned about retention. You have a gut feeling both groups need to get to the next level so your business can make the next growth leap.
  
  
• You lose some sleep over a feeling that you're not getting the "straight dope" from your lieutenants; Maybe you're not getting the full story. It's not that they're bad people but let's face it - you're the boss. People naturally act differently around you.
  
  
• You don't want people telling you what they think you want to hear. You want an honest, objective point of view about your Customer service, a business process or about whether your strategic plan is really covering all the bases needed to maximize success.

Curious About How Your Customer Experience Stacks Up?
Take our complimentary
10-point Customer Experience Quiz and Self-Assessment.
To get yours, simply click on the Sign Up box in the upper left corner
of this page and enter your name and email address.
You'll receive an email with a link to download the Customer Experience Tune-Up Quiz.  You may be surprised by the results. Have fun!

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Why Landmark Experience?
I started Landmark Experience so that I can do the work I love which is to help people build great teams, organizations and companies by developing Customer experience that drives retention. My approach marries C-level strategy with cross-functional Voice Around the Table^SM. By listening to all the voices of team members, memorable, meaningful, loyalty-building experiences are created. We focus on your "moments of truth," - those Customer interactions in all processes that define the moment and etch the memory.

I'm a practical, hands-on process improver but if designations float your boat, I am a Six Sigma Black Belt and have been trained in ISO 9001:2000.

Thanks for visiting Landmark Experience!

                           -- Bill Leinweber