Lynn Hunsaker

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...

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...

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