Lynn Hunsaker
Make Good Customer Experiences Easy!
Upgrading to a new model of any kind of product can be an exciting customer experience ... but not if you as a supplier...
Loyalty is Not Just for Customers
Customer loyalty is important to business success. Profitability of customer retention is pretty much common knowledge.
So companies do a lot to encourage...
Customer Experience Data: Untapped Gold Mines
“More companies are getting to the point of putting the customer at the central part of their data collection systems, and managing from outside-in....
Marketing Wins Strategic Clout by Driving Customer Experience Management
Traditionally, Marketing takes the organization’s message to the customer base, but now equally important is Marketing’s potential to take the customer base’s message back...
Discover Intended Outcomes to Manage Customer Experience Effectively
When a customer asks you a question, do you double-check your assumptions about their intended outcome? So often we take customer inquiries at...
4 Customer Centric Culture Building Blocks
It’s popular to tout customer-centricity, yet it’s very difficult to consistently demonstrate. The word centric means having a specific thing as the focus of...
Please Give Us a ‘Highly Satisfied’ Rating!?!
Why do sales and service representatives feel compelled to tell customers how to answer a survey? Does the company want to know what...
Customer-Centricity by Discerning Customer Satisfaction Outcomes vs. Enablers
What’s the difference between the way customers volunteer feedback versus the way they’re requested to give feedback? One revolves around outcomes in the...
The Art of Listening: A Key to Customer-Centricity
Curiosity is the key to great listening skills that improve customer experience. When you're truly curious about your customer's opinions, expectations and requests,...
What’s Your Customer Experience Value Quotient?
If value is defined as benefits versus costs, what’s your company’s customer experience value ratio? Superior value is the objective of customers and...
Customer-Focused Culture by Living With Your Customers: A Lesson From Amazon
You never know someone so well as when they live with you! What better way to transform your culture to truly customer-centric ways of...
Re-work Your View of Customers for Successful Innovation
A new understanding of innovation success factors is making traditional logic obsolete. Successful innovation has less to do with the best investment, technology, research...
Customer Experience Research and Customer Outcomes
If the "customers' jobs-to-be-done" concept is becoming embraced as essential for successful innovation, why is it largely ignored for monitoring of customer experience and...
Customer Experience Innovation Involves Everyone
Every person in an organization is needed for customer experience innovation. That's because customer expectations and competitive offerings are always on the rise. Your...
Why Internal Branding is Central to Customer Experience Management
Why is it that only 12% of customers judge specific leading suppliers as extremely customer-centric (CMO Council Customer Affinity study), while 56% of those...
5 Keys to Employee Engagement for Customer Experience
Lack of cooperation across organizations is a momentum inhibitor for customer experience management (CEM). Among best-in-class CEM practitioners, top challenges are:
* Cross-channel CEM.
* Organization-wide...
Improve Customer Experience: Actions Speak Louder Than Words
Actions speak louder than words when it comes to most things in life. Michael Phelps, Britney Spears, Barry Bonds, Martha Stewart and plenty...
Missing! Systems Thinking for Customer Experience Business Results
"Do the whole job" is a mantra needed by our companies and society at large. Piecemeal efforts and short-term strategies ultimately lead to...
Driving Sustained Customer Experience Improvement: Four Metrics Tips
Strong performance management is essential for customer experience improvement. All too often, best intentions can get derailed over time. Here are 4 basic principles...
Measure Customer Value the Customer’s Way
Customers automatically use 50 or more metrics for any customer experience, according to author Anthony Ulwick, in his book "What Customers Want". We...