Lynn Hunsaker
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.
Employee Engagement: Living Your Brand Promise
What's the purpose of employee engagement? Supposedly, dis-engaged employees spell weak business results, so it stands to reason that engaged employees will yield strong...
Customer Experience Innovation Creates Mutual Value
Value creation makes the world go 'round. It stimulates revenue, engagement, and productivity. Value is the secret to customer experience excellence, and that's why...
Customer Experience Improvement is a Team Sport
A company is a team, funded by customers. A company is expected by customers to operate as "one". Nobody likes to hear evidence that...
Customer Lifetime Value Prioritizes Customer Experience Management
Money talks. It motivates. It prioritizes. Money enables jobs and guides how we do them. So it only makes sense to allocate our efforts...
Customer Experience Intelligence Inspires Innovation
Customer intelligence is a source of insight and inspiration for innovation in marketing and loyalty programs, as well as operational efficiency and effectiveness. What...
Comments Are Customer Experience Gold
What's the one thing you can do for greatest impact on customer experience differentiation? Act on comments customers have already given you. It's...
Customer-Centricity is Controversial
Customer-centricity is controversial. Ask 10 people what it means and whether it's good, and you might get 10 different answers. For example: We are customer-centric!...
Customer Experience Strategy is Uncommon
What is customer experience strategy? A set of tactics or a program is often labeled "strategy", but let's not be fooled by semantics....
Customer Experience Maturity Roadmap
Customer experience maturity happens only through a concerted roadmap designed to guide your organization from its initial efforts to its achievement of differentiated customer...
Inspire Voice of the Customer Actions: 12 Ideas
Lackluster voice-of-the-customer (VoC) is a common dilemma. Customer surveys that seemed so exciting initially get a ho-hum reaction when average ratings are stagnant. Employee...
Customer Experience ROI Trajectory
Wilderness experts will tell you that using a compass to find your way requires an accurate starting point: if you don't get that part...
Customer Experience Jenga
Do we manage customer experience strategy like playing Jenga? (Jenga is the game with a stack of blocks where players take turns to...
Model for Customer Experience Management Strategy
Strategy for customer experience management is lacking for most organizations, according to numerous studies, and lack of strategy is a cited widely by customer...
Is Customer Experience Management Important in B2B?
Is Customer Experience Management Important in B2B? "Is customer experience management important in a business-to-business (B2B) organization?" Yes! It's interesting how often this question arises....
Customer Experience Undercover Boss for All Employees
Customer experience can be brought to life through an Undercover Boss approach to rolling up your sleeves and walking in others' shoes. Each of...
Are B2B and B2C Customer Experience Management Different?
Customer experience management of consumers or business clients may seem really different, or essentially the same, depending on your perspective. Customer surveys are a...
Customer-Centricity Goes Beyond Customer Experience Management
Customer experience management is necessary, yet insufficient. Traditionally, organizations have managed customer experience with a mindset of how the company is doing, in order...
B2B Customer Experience Management: 6 Success Factors for World-Class Performance
This is an edited transcript from my presentation for CustomerThink's CX Forum webinar on B2B Customer Experience Management, conducted February 21, 2013. The ClearAction...
Customer Centric Leadership
Customer-centricity is about priorities. The key is to clearly state your priorities to executives, employees and affiliates. Then reinforce these priorities in daily decision-making...
Don’t Confuse CX Technology with Customer Experience Management
You're a customer, so you're a perfect judge of logic when it comes to the ways companies are trying to get ahead with customers....