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.
In any journey, it pays to have an expert guide — and that's particularly true in any company's ongoing journey toward superior customer experience....
Customer-focus in satisfaction/loyalty surveys may be the lynchpin to higher response rates and to linking customer experience management (CEM) to business results as well....
"Businesses are made up of people, and people have emotions." This focus on people has guided the customer experience strategy of industrial freight provider...
Financials and customer experience management (CEM) go hand-in-hand, whether it's a matter of identifying financial results from CEM efforts, or a matter of financing...
Every one of us is a customer, so "Customer-Centricity" should be a very simple topic to understand. What do you, as a customer, think...
"Our client-centric banking approach is driving momentum in our core business fundamentals," said William H. Rogers, Jr., chairman and chief executive officer of SunTrust...
For customer experience management (CEM), it's natural to focus on smoothing interaction difficulties between paying customers and sales and service representatives. Additionally, innumerable interactions...
Open your mind to new ideas for improving customer experience. It's a fast-paced highly competitive world, so continual improvement — and occasional breakthroughs —...
When a customer asks you a question, do you double-check your assumptions about their intended outcome? So often we take customer inquiries at face...
Are some customers just difficult people? Is there such a thing as a difficult person, anyway? Not really. The accurate viewpoint is it's a...
Customer Experience Management Means Doing the Whole Job Whether you've got external or internal customers, they expect you to 'do the whole job'! Show that...
Is there any job that doesn't have a customer? If you work directly with paying customers, you obviously impact customer experience. If you don't work...
10 Tips for Customer Experience Innovation Every person in an organization is needed for customer experience innovation. That's because customer expectations and competitive offerings are...
You've heard of garbage-in, garbage out, right? It's amazing how often work teams put up with substandard inputs "thrown over the fence" from groups...
Customer loyalty is important to business success. Profitability of customer retention is pretty much common knowledge. So companies do a lot to encourage customer...
In everyday life a compass (also known as GPS or global positioning system or map) may be integrated in nearly everything you do –...
Getting ahead in differentiating your business is an ongoing quest. Benchmarking studies can be a great tool to monitor and maintain your edge --...
Present voice of the customer to all employees, and you will be more likely to reap financial benefits and manage customer experience holistically, according...
Connect your customer experience management efforts across the company, and enjoy exponential benefits, according to the 2011 Business-to-Business Customer Experience Management Benchmarking Study. Companies...
Customer Value Management (CVM) is widely undervalued in the way we practice customer experience management (CEM). Excellent resources on the CVM topic abound,...
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