President
Schmalensee Partners

Schmalensee founder, Diane Schmalensee, has over 25 years of experience in Customer Experience Management (CEM). She combines a background in two disciplines - marketing research and qaulity or change management - that are the building blocks of CEM. She serves or has served on the Board of Directors of nearly a dozen organizations and is comfortable working with managers at all levels and in many departments - including marketing, marketing research, quality, information technology, operations and customer service.

Diane has personally helped over 40 organizations build customer satisfaction, loyalty and advocacy through improved customer experiences. Clients hire Diane when they face challenging situations that require experience agility, credibility, and connections, and many of her clients have been recognized for their oustanding performance. She has helped one firm(AT&T Universal Card) win the Baldrige Award-winner and five other firms win their state quality awards. Her clients range from large (Fidelity, IBM, Sears) to small (AARP,Cleveland Clinic, Soldier On), business-to-business firms (AAR Corporation, Foster Miller), and business-to-consumer firms (Bose, Foundations Recovery Network, Stride Rite, Starwood.)