Customer Experience Design Consultant
Polishing Diamonds is the process through which executive teams can better understand their customers, vendors and other partners and turn newly gained insights into initiatives that:
• increase loyalty and expand revenue streams
• create efficiencies and reduce costs
• convert leads and generate new revenue sourcesReversing the lens, our process also focuses internally uncovering long-buried points of brilliance—those unique values that brought initial success. We then engage employees to shape and mold that value until a compelling story.
Through research, workshops, communications planning, and training, we enable organizations to use these insights to architect and build their own sustainable customer experience movements.
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CUSTOMER EXPERIENCE • Implement CX Management Programs • Customer Research & Data Analysis • Buyer / User Persona Development • Customer-focused Process Improvement • Employee…
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About Raelin
Raelin Musuraca is versatile and energetic customer experience strategist with twenty years practicing marketing, digital strategy, and user experience. Molded by cross-discipline studies at Carnegie Mellon University,…
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Contact Raelin
Get in contact with Raelin via email, phone, Twitter or LinkedIn. If you sign up to receive blog posts via email and include your Twitter…
Articles and Case Studies
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Richard Gans KISS’ed Me
Posted on January 16, 2012 | No CommentsNow that I got your attention, I thought I would highlight an incredibly simple, yet very effective customer experience gesture sent to me by Forrester’s Customer Experience... -
We are the 90%
Posted on December 21, 2011 | 1 CommentGood customer experience isn't about expensive, extensive programs—it’s about the little things. Simple things. -
Understanding Lazy Behavior
Posted on September 1, 2011 | No CommentsAre these folks lazy? This summer I spent a lot of time driving my daughter back and forth from the community pool, which is right... -
Example: Audience Needs Workshop
Posted on July 8, 2011 | No CommentsOne of my newest clients, a mortgage servicer, engaged me to help refine how they communicate with their audience—homeowners in a foreclosure situation. For me, this... -
Quick List of UX Resources
Posted on June 27, 2011 | No CommentsI recently pulled together this quick list of UX resources for a colleague. It is NOT comprehensive, but since I took the time to gather... -
We can skip talking to the customers…
Posted on April 7, 2011 | 5 CommentsAs a consultant, I've hit a brick wall. Why are businesses so adverse to completing customer interviews? On the business side, how do you feel about this issue? -
25 Customer Experience Experts and 1 Awesome Report
Posted on March 14, 2011 | No CommentsA definitive and helpful resource for those of you seeking more information on Customer Experience.
Older Blog Posts
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Customer Experience
Greyhound Bus fails to pick up ticketed passengers…
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Customer Experience
Twitter’s False Personal Touch, Email Campaign Gone Bad
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Branding & Marketing
Mortgage & Title Industry Articles
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Case Studies
Case Study: UX Strategy for Energy Retailer
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Case Studies
Case Study: Children’s Hospital of Pittsburgh Information Architecture
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