Lynn Hunsaker

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...

Customer Experience for the Future — Key #5: Momentum Drives Company Growth

Growth requires fuel. New customers and returning customers are the fuel of company growth. You can invest in inorganic growth: programs and technologies that...

Business-to-Business Customer Experience Strategy for 2016 & Beyond

Before you get carried away with patterning your business-to-business customer experience strategy on the latest shiny objects, here's a way to help you invest...

Customer Experience for the Future — Key #4: Collaboration Earns Trust

Reality is that the customer experience journey or lifecycle is horizontal, fluid, and continuous across a company's various departments and processes. Are we in...

Customer Experience for the Future: Brilliance by Pattern Discovery

Brilliance is the product of discovering patterns. And likewise, business growth from customer experience management is the product of discovering patterns. Think of advances...

B-to-B Customer Journey Maps: New Wisdom

Business-to-business customer experience managers have some advantages: mountains of customer comments on-hand, account managers who practically live with their customer contacts, and executives who...

Customer Experience for the Future: Outside-In Beyond Skin-Deep

"Outside-in" is a popular term in the customer experience field. It refers to the importance of customers' inputs as a guiding light for the...

Customer Experience Planning: Do This, Not That

The annual planning cycle is an opportunity to review pluses and minuses in what’s currently in play, take a look at what’s new, and...

Customer Experience for the Future: Context is King

Every job exists thanks to customer funding. As Peter Drucker said, “The customer is the foundation of a business, and keeps it in existence.”...

10 Ways Marketing Operations Creates Value

If you think Marketing Operations is one-dimensional, think again! Most people equate it with customer newsletter automation and alignment between Sales & Marketing, but...

Making Transformational Changes through B2B Customer Experience Management

“Employee engagement drives transformational changes that enable you to have quality in everything you do,” explained Carolyn Muise, Vice President of Total Customer Experience...

How to Make Customer Experience Strategy Integral to Corporate Strategy

Is customer experience management in your company (a) a subset of corporate strategy, (b) unrelated to corporate strategy, or (c) a determinant of corporate...

5 Keys to Customer Experience for the Future

I have a dream that in the future we'll look back and say "Remember how hard it was to be a customer back in...

Solving Complex Challenges through B2B Customer Experience

“We really want to make systemic and strategic changes that span the company, so we only tackle situations that our normal business-as-usual processes are...

3 Types of Customer Experience Action Essential to ROI

Most things in life need ALL their ingredients to function as intended. Miss the eggs in a cake recipe, forget earbuds for your iPod...

Are You a Customer Experience Action Hero?

Do you dream of being — or being saved by — a customer experience action hero? Maybe you dream of your customer-facing staff, or...

Do Customers Experience Your Internal Collaboration — or Lack of It?

"Our clients helped us see that in some cases where we weren't collaborating, they would experience our lack of collaboration," said Senior Vice President...

Is Operations Involved in B2B Customer Experience?

How would you like to reduce customer churn by 27%, increase Net Promoter ScoreTM by 65%, and outperform competitors by 20% in sales, purchasing,...

Creating World-Class Customer Experience Teams

In sports, a great deal of thought goes into creating winning teams. Choosing the right players, getting everyone on the same page, practicing hand-offs...

Strategic Action on B2B Voice of the Customer

Strategic customer experience results require a strategic approach in the way we collect data and in the way we take action on it. Of...

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