Lynn Hunsaker

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...

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...

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...

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...

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...

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...

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...

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...

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...

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