Lynn Hunsaker

Is Your Focus Lagging?

We monitor customer satisfaction, net promoter scores and business results as barometers of success. These indicators are important in 'reading the tea leaves'...

Customer Experience: How Do Your Customers Define It?

The term customer experience has a wide array of interpretations. For some people it revolves around shopping or website navigation. For others it's about...

Are Customer Programs Giving or Getting?

Who benefits most from customer programs in place today? New customers? Existing customers? The company itself? All of the above equally? I'd venture to say it's rare to find...

Customer Satisfaction Cliffhangers: Don’t Leave People Who Give You Feedback Hanging

Customers are typically motivated to give companies feedback by hopes that their opinions will be valued, make a difference in their near-future experiences, or...

Stepping Into Your Customers’ Shoes

If we could 'be a fly on the wall' observing customers' experiences what a treasure trove of wisdom we'd have! Surveys, user groups...

Ethnocentric Customer-Centricity

It's easy to be ethnocentric about customer-centricity! Enthnocentrism is the tendency to look at the world primarily from the perspective of one's own...

CEM’s Weakest Link: 3 Tips for Managing Brand Value

You're only as strong as your weakest link. You may be gambling your brand equity if the weakest links leading to the...

What’s Your ROI on Customer Data?

As prices of fuel and everyday items seem to have recently skyrocketed, most of us are putting more emphasis on metrics. We're concerned with...

Innovating the Customer Experience to Embrace Everything That Surrounds the Product

What's the difference between user experience design and customer experience design? Although the phrasing is similar, there's a real gap between the two...

Who’s Driving Value for Growth? An Opportunity for Marketers

Ability to grow a business is what distinguishes a truly great marketer, according to an article by consulting firm Booz Allen Hamilton: "In an...

Love Those Lemons: When They Complain, Make Lemonade

Negative customer feedback is a lot like biting into a lemon — the bitterness is hard to love — unless you give the lemon...

It’s Like Let Me Use Metaphors to Totally Get My Point Across

Like radical, man, but everyone tends to talk in metaphors. A picture tells a thousand words, they say. And we all use 5-6 metaphors...

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