Lynn Hunsaker
Lynn Hunsaker is 1 of 5 CustomerThink Hall of Fame authors. She built CX maturity via customer experience, strategic planning, quality, and marketing roles at Applied Materials and Sonoco. She was a CXPA board member and SVAMA president, taught 25 college courses, and authored 6 CXM studies and many CXM handbooks and courses. Her specialties are B2B, silos, customer-centric business and marketing, engaging C-Suite and non-customer-facing groups in CX, leading indicators, ROI, maturity. CX leaders in 50+ countries benefit from her self-paced e-consulting: Masterminds, Value Exchange, and more.
Two-way conversations are now the norm! Social media, reality TV show voting, and smart phones make high interaction and accessibility a way of...
Key performance indicators are important gages of progress in customer experience management or any other endeavor. Balanced scorecards encourage 360-degree views of progress...
Open your mind to new ideas for improving customer experience. It's a fast-paced highly competitive world, so continual improvement -- and occasional breakthroughs --...
'Customer-focus is important for certain job roles, but for other roles, we rely on our own wisdom.' This is poisonous thinking when some...
'Too much information' (TMI) can hurt customer experiences. It can be tempting to brag or complain about things as the customer waits for something....
Everyone wants good things to happen. For both customers and suppliers, we start off our day hoping everything will go well. Across numerous...
For holistic customer experience management, the challenge is horizontal alignment to deliver intentional customer experiences. And to design intentional customer experiences, the company has...
You've probably heard of the blind men who touched part of an elephant and were adamant about their interpretations. Businesses are in the same...
Social media contains a wealth of information about the customer experience, and savvy managers are paying attention. In my interview with Sean McDonald, fomer...
Social media introduces excellent tools and customer feedback data streams for companies to monitor perceptions and trends. Best practices in customer experience management: - Use...
Humans, as well as all living things, align their behaviors with the rewards in their environment. For example, only 42% of companies agree that...
Creativity is essential in our highly competitive business environment. As technology and options expand, customers' expectations for higher value are always rising. Companies that...
One out of two companies (44%) acknowledge that high-profile negative customer experiences have at some time compromised their brand, yet only 29% have high...
The hardest thing for competitors to copy is the customer experience you create. And engaged employees are the most dynamic and influential force in...
Upgrading to a new model of any kind of product can be an exciting customer experience ... but not if you as a supplier...
Customer loyalty is important to business success. Profitability of customer retention is pretty much common knowledge. So companies do a lot to encourage...
“More companies are getting to the point of putting the customer at the central part of their data collection systems, and managing from outside-in....
Traditionally, Marketing takes the organization’s message to the customer base, but now equally important is Marketing’s potential to take the customer base’s message back...
When a customer asks you a question, do you double-check your assumptions about their intended outcome? So often we take customer inquiries at...
It’s popular to tout customer-centricity, yet it’s very difficult to consistently demonstrate. The word centric means having a specific thing as the focus of...
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