Lynn Hunsaker

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 horizontally. Accordingly, smooth handoffs between departments can make all the difference in poor versus great customer experience. Handoffs are outcomes of...

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 a science to it. The trick to successful metrics selection is to connect the dots between cause-and-effect. That's why customer...

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 an even closer look at the portion of those costs incurred to deal with your company's and partners' mis-steps that...

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 identical viewpoints of customers' realities? If not, mixed assumptions may be wreaking havoc on customer experience management ROI. Why? Because what...

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. If your answer is "kinda", then you'll be leaving money on the table. Customers are the source...

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 experience management to drive smooth journeys and maximize value across the life cycle. Accordingly, it's the role of customer experience...

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 all depends on motives and perspective. How Marketers Think of Customer Experience Marketing professionals think of customer experience in terms of…

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 wisdom, a well-rounded personality, capability for success under a variety of circumstances, and greater satisfaction in relationships. In marketing, maturity...

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 nothing short of flabbergasting. Data silos are inevitable, and as painful as they can be, the ironic truth is that...

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. Examples I've heard recently include: "You'll have to log-in to our other site" or "That mobile app isn't available for...

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 brands have seamless customer experiences, according to recent studies by Accenture and Economist Intelligence Unit. 97% of customers use more...

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 of the field. Supporting the entire customer lifecycle, for example, is a goal that most Marketing organizations are still grappling...

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 them. Customers see them too! And that's not good. Customer Experience Impact: What customers see/hear is "that's handled by another...

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 brand. The excitement of hearing from the customer is usually high, at least the first couple of rounds. Then trends...

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 -- or better yet, every employee. Things that don't make sense in the way business is done can almost always...

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 entice renewals and evangelism. Or you can invest in organic growth: processes, products and culture that make your company irresistible. If...

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 wisely. It's simple: Step 1 is to sketch out the phases of "What are our customers' processes for selecting, getting,...

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 touch with reality? Most companies relinquish customer experience management to the customer-facing functions. Yet this, too, is precarious,...

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 made in biology, psychology, physics, and other sciences: our wisdom stems from noticing that Y follows X, and A is...

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 want to see substantive improvements in customer experience. Use these factors to apply new wisdom to your customer experience...

New Posts