Lynn Hunsaker

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 culture. How often do we view customer experience, loyalty, word-of-mouth marketing, and customer care from the perspective of our...

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 end-customer's experience aren't managed. Have you analyzed your business processes in terms of customer touchpoint value chains, to identify reliability...

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 things like 'just what is my car's MPG?', 'what is my department's productivity rate?', and 'what value are we deriving...

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 concepts. User experience typically focuses on product-specific ease-of-use, ergonomics, and ethnography -- participative observation of the product-in-use. Customer...

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 era of unlimited opportunities but constrained resources, the only marketing metric that matters is growth. Driving growth means stretching the...

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 a good squeeze and some sugar, and transform it into refreshing and healthy lemonade. You're only as strong as your...

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 a minute, according to author Gerald Zeitman in his book "How Customers Think". So how much do you know about...

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