Mark Marone, Consultant at Marone Consulting

Mark Marone CX University faculty leader

Mark is an independent consultant with more than 15 years of experience helping clients evaluate and design effective customer experience (CX) improvement strategies. He specializes in CX design, customer research, sales and service effectiveness, journey mapping and delivering CX training to senior leaders to build the foundational buy-in needed to enable success.
Through his prior consulting work with AchieveGlobal, a global sales and service training provider, and KPMG, Mark has extensive experience with clients in a variety of industries including government, hospitality, manufacturing, financial, and retail and has helped clients such as GIW Industries, West Marine, United Federal Credit Union, Transitions Optical, PGA Tour, US Air Force Recruiting Services, and American Express enhance their CX programs. As a senior manager at a marketing research firm, he also managed the voice of the customer and loyalty programs for Hilton Hotels, Harrah’s Entertainment and Best Western.
Mark earned a Ph.D. from Indiana University, is a former adjunct professor of international management at the University of South Florida, and has written dozens of articles and white papers on sales and service effectiveness and CX management, including co-authoring two books on sales strategies: Secrets of Top Performing Salespeople (McGraw Hill 2004) and Strategies that Win Sales (Dearborn 2005).
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