Design, Deliver, and Measure the Customer Experience (CX).
A clear CX strategy is a competitive advantage in today’s crowded marketplace. Whether you have teams dedicated to this work or not, we can help you define your strategy, determine how each team and function should deliver it, and how to measure the impact on your business.
Practical Customer Experience Consulting for Brands That Want Real Progress
Clarity. Connection. Results.
I’m Sarah Landsman, a Customer Experience (CX) strategy consultant based in Cincinnati. With over 20 years of proven leadership & experience in marketing, brand strategy, and research for companies like Kroger, LensCrafters, and Downy, I help businesses craft clear, actionable, and effective customer experiences. Whether you’re designing a new journey, activating a strategy, or measuring impact, I work directly with teams to drive results, not just conversations.
CX means more than touchpoints. It’s a full-spectrum CX expertise approach, making every interaction work better for your customers and your business.
DESIGN
Insight-Driven Strategy Development and Facilitation
Great experiences start with great understanding. I use qualitative and quantitative research to uncover what matters most to your customers, then translate that insight into focused, strategic direction.
Services include:
- Consumer research (interviews, surveys, focus groups)
- Brand and CX strategy roadmaps
- Facilitated workshops and team alignment
Outcome: Clear insights, validated strategies, and aligned cross-functional teams
DELIVER
Customer Experience Activation and Training Support
Strategy is only valuable when it leads to action. I help teams bring CX and brand strategy to life through coordinated rollout, training, and internal engagement, anchored in a brand-centric approach.
Services include:
- Journey mapping and persona development
- Messaging, content strategy, and rollout plans
- Internal training, enablement, and playbooks
Outcome: Seamless execution, team readiness, and brand consistency
MEASURE
Analytics, Evaluation, and Continuous Improvement
Knowing what works, and what doesn’t, is critical. I design custom performance frameworks that deliver insight and accountability, empowering smarter data-driven decision making.
Services include:
- Customer feedback and performance analysis
- KPI frameworks and custom dashboards
- Campaign and program effectiveness reviews
Outcome: Data you can use, with reporting that drives action
Chief Executive Officer
Know with confidence your CX strategy aligns with growth priorities.
Chief Marketing Officer
Ensure CX and brand strategy investments lead to measurable outcomes.
Corporate Researcher
Turn insights into action, unlocking growth with customer-driven understanding.
Chief Operating Officer
Operationalize CX strategy with systems, tools, and team behaviors that scale.
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