Lynn Hunsaker

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....

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...

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...

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...

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...

Customer Experience Handoff Silos are the Heart of Success

One of the most profound discoveries from customer experience journey mapping is interdependencies across data, systems, channels, processes and people. Customers experience our companies...

8 Customer Experience Metric Silos Mask Momentum

Metrics selection can be the most pivotal decision you make in your customer experience management strategy. That's because what gets measured gets managed. There's...

Customer Experience Goal Silos Are Gotchas

Got it made with loyalty programs, voice-of-the-customer, first contact resolution, and CRM (customer relationship management)? Get a close look at the cost-benefit ratio, and...

Assailing Customer Experience Assumption Silos

You may assume that everyone in your company assumes the same thing about customers. Are you certain that customer-facing staff and non-customer-facing staff have...

Customer Experience Vision Dictates Value

Does your vision for customer experience match your customers' vision? If yes, then you're on your way to customer-centricity, and the growth touted by...

Customer Experience Management Prevents Process Silos

Customer journey mapping is an eye-opener about process gaps — especially when it spans the end-to-end customer life cycle. It's the job of customer...

Customer Experience + Marketing: Pro’s & Con’s

What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? Is it as natural and advantageous as the C-team expects? It...

Marketing Maturity Mobilizes Customer Experience Mojo

In sports skills, maturity matters because it puts your game at the top echelon of competition. In human development, maturity matters because it means...

Customer Experience Data Silos Demystified

We are in the data explosion era, and wrapping your head around all the in's and out's of data for smooth customer experience is...

Solving System Silos for Customer Experience Excellence

The irony of technology is that it's often marketed as customer experience management, yet it inevitably creates its own set of customer experience snafus....

Customer Experience Boggle Busters for Channel Silos

If you've ever had a mind-boggling experience when you used different ways to interact with a company, you're not alone. Less than 10% of...

5 Ways to Make Marketing More Strategic

As Marketing departments are taking a bigger role in customer experience management, a more holistic perspective will allow your company rise to the top...

Silo Detectives for Organizational Collaboration

Turf wars, personal agendas, politicking, and "not invented here" syndrome are common internal pains of organizational silos. It doesn't take a genius to recognize...

New Wisdom for Voice of the Customer

Voice-of-the-Customer is central to most customer experience strategies. Find out what the customer thinks and increase the number of voices in favor of your...

10 Silos Impact Customer Experience

Does your business have a silo detective? This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer...

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