Lynn Hunsaker

What is Customer Experience Value Creation?

Customer experience value is seldom quantified from the customer's viewpoint. We explore it through customer journey mapping, customer advisory boards, surveys, user experience testing, and so forth. Even so, we still may not be sizing it up from their perspective. Customer experience value creation...

Customer Experience Professionals’ Essential Toolkit

Customer experience tools are just as important to success as a carpenter’s tools are. Despite the allure of technologies, carpenters still need their toolkit: drill, hammer, saw, wrench, level, and so forth. Likewise, customer experience professionals need to master basic customer experience tools to...

Customer Experience Treasure Trove via Chronic Issues

What more could you wish for than 288% higher lifetime value of your key accounts? That's really the goal of customer experience management, whereas recommendations, high survey scores, repeat purchases, and so forth are all means to this end. It's all about longer, more...

Customer Experience Collaboration Wins Championships

Imagine your company as a sports team, such as volleyball, soccer, hockey or football: do you truly pull together, have one another's backs, share opportunities and show your opponents and fans you're a well-oiled machine? Collaboration like this across your entire company is what's needed...

Customer Experience Motives Drive Organic Growth

Criteria for promotions, raises, hiring, bonuses, budget expansion and recognition reveal your true motives about customer experience. These criteria drive behavior even more than goals and values. These "business rituals" criteria are the truth about your culture. They're the engine behind your growth. While an...

How Customer Experience Policies Empower Growth

If you love someone, set them free. Do your policies set free your customers and your employees? Policies are designed to protect, but sometimes they disintegrate — rather than protect — customer relationships. And customers' mistrust of companies propels regulations, protests and negative word-of-mouth....

5 Radical Changes to VoC of the Future for ROI Maturity

What’s the greatest challenge Voice of the Customer (VoC) managers face? Low survey response rates, capturing feedback at all important touch-points, selecting the right scales and questions, integration of customer data across systems, connecting the dots across VoC sources, linking VoC with operational and...

Preventing Customer Experience Process Silos: 4 Prerequisites

What does a ballet (or Broadway musical number) and a business have in common? All the players have integral parts choreographed to deliver a satisfying experience. When a player misses a cue or the choreography isn't polished, all heck breaks loose. Such snafus are...

What is Customer Experience Ecosystem?

When J.C. Penney hired the wiz behind Apple retail stores' success as its CEO, there were expectations that "what worked well there will do so here". Pesky promotional discounts (600 per year) were discontinued in favor of coupon-free, discount-absent everyday-value pricing, along with a...

Value Chain Solution to VoC ROI

Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. It’s about viewing VoC itself and VoC actions and metrics as value chains. What is a value...

3 Ultimate Factors of Business Performance

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? Certainly all of these endeavors can make a difference in revenue growth. Yet there is a bigger picture: none of these is...

What is Walking the Customer Experience Talk?

What does it really mean to "walk the customer experience talk"? Executive sponsorship is certainly essential, yet there's so much more to it. An ironic byproduct of any customer engagement effort is that it intrinsically sets up expectations — externally and internally. Walking the...

Why Only 15% of Voice of Customer Programs are “Very Successful”

Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. What’s broken? Just 34% say their VoC program is “good” or “very good” at making changes to...

What is Customer Experience Strategy?

Is "customer experience strategy" like the Wheel of Fortune spinner? The diversity of what it is in practice among companies today kind of feels that way. Ask 10 companies what their customer experience strategy is and you'll likely get 10 very different combinations of...

Customer-Centered Business: 10 Keys to Organic Growth

What is your business centered on? Investors, competition, innovation, or customers? The rule of the game is to follow the money. Sure, it comes from all these motives, but it springs from customers buying your offerings. When customers quit buying, all the rest becomes...

2017 Customer Experience Resolutions

What’s new in 2017 customer experience management? Like most resolutions, what’s new is less about shiny objects and more about mastery of down-to-earth principles. It’s all about keeping your eye on the prize with a sensible plan. Tech gizmos may add excitement or ease, and...

How to Drive Voice of Customer Insights Company-wide: 3 Steps

Who needs to hear customer feedback? Just your customer-facing staff? Only a few managers of the biggest problem areas? The correct answer is: everyone company-wide. Why: satisfied customers make payroll possible — and everyone’s decisions, attitudes, and handoffs have a ripple effect on customer...

How to Drive Customer Experience Strategy: 5 Steps

Is customer experience a passenger or a driver of your company’s corporate strategy bus? If you follow the money, the answer as it should be is obvious. Shareholders leave when customers leave — not the other way around. Follow the money. As the primary...

How to Solve Customer Experience Silos

Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. If your company wants to become a customer experience super-power, standing out in your industry and reaping those financial advantages, silo-solving must be...

How to Get In-Tune for Customer Experience Success

An out-of-tune piano or violin may be one of your most vibrant memories of a poor user experience. Every one of the strings and keys must be in-sync, no exceptions. And so it is with every one of the groups in your company that...

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