Lynn Hunsaker
Lynn Hunsaker is 1 of 5 CustomerThink Hall of Fame authors. She built CX maturity via customer experience, strategic planning, quality, and marketing roles at Applied Materials and Sonoco. She was a CXPA board member and SVAMA president, taught 25 college courses, and authored 6 CXM studies and many CXM handbooks and courses. Her specialties are B2B, silos, customer-centric business and marketing, engaging C-Suite and non-customer-facing groups in CX, leading indicators, ROI, maturity. CX leaders in 50+ countries benefit from her self-paced e-consulting: Masterminds, Value Exchange, and more.
https://clearaction.com/3-ways-marketing-creates-customer-experience-leadership/ Marketing’s role in customer experience leadership can be powerful, especially if it’s managed holistically. Step back and think about what makes or breaks great…
Customer experience momentum foreshadows growth. You can see evidence of this in Forrester's analysis1, where they found that stock price for customer experience (CX)...
Customer experience engagement is a growth strategy. It's the aim of Net Promoter Score®, CRM, loyalty programs, experiential marketing and so forth — rallying...
Organizational agility — to profitably seize evolving opportunities and allay emerging threats — depends upon managers aligning daily decisions with core customers' expectations and...
If "customer experience" has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. This position...
In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. This type of...
Digital experience in today's 24/7 global world spans all industries — any organization where there is a need to integrate processes, data flows and...
The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more.
Addiction to acquisition of customers is taking a toll on customer experience ROI. Did you know that 1.8 trillion dollars lost through customers switching...
Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities....
Does customer engagement rely solely on Marketing, Sales, Success or Service strategies? When the CEO of Air New Zealand made the mindset shift replacing...
Customer journey insights are vastly under-utilized. Companies that are reaping full value are using customer experience insights to align their whole business to customers'...
Is your Marketing department aligned with customer experience and employee experience? The necessity and logic of doing this was highlighted in a recent presentation...
Customer engagement can yield short-term or long-term rewards or penalties. Are you tracking all of these? Short-term rewards: uptick once or for one period...
Customer-centric marketing has several layers of meaning. The most popular layer means personalization of communications, toward increasing customer lifetime value. Without the other vital...
Customer-centric marketing is necessary, yet far from sufficient — from customers' and investors' perspectives. Thankfully, many companies have been migrating away from product-centric, month/quarter-end-centric...
Value creation is the ultimate measure of success in business: value to customers, shareholders, alliances, employees, and the community at-large. In the quest to...
Uncentered pottery will eventually crack, just as management uncentered on customers will lead to costly cracks in customer experience. A primer on using a...
What is customer-centricity DNA? Can you develop it, or must your business be "born" with it? DNA means "the fundamental and distinctive characteristics or...
Do intelligence and actionability go hand-in-hand? The basic difference between data and intelligence is this: data are facts, and intelligence is the arrangement of...