I think it's a great sign that User Experience consulting firms are popping up all over the place; it seems like businesses are finally realizing that the experience they create for their customers determines whether they buy their products or not.
Hydrant SF is a customer experience consulting firm I just came into contact with. They sound great, very professional, and have a great client list as well as years of experience.
check them out at hydrantsf.com >
I think they describe very well the problem we User Experience Designers are trying to solve:
"Customers are constantly interacting with your company. On the Web, through catalogs and call centers, via automated phone systems, with your physical products, through your services, or in your stores.
Each of these interactions is a piece of the customer experience that IS your company.
Who owns that overall customer experience in your organization? Is it any good? Where can it be improved? Most companies have no idea. "
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