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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.
EX and CX

24 Ways 2024 Customer Experience is Smarter: CX = EX (Part 3 of 4)

Employee experience (EX) goes hand-in-hand with customer experience (CX). It's like the chicken and the egg: which comes first? Neither. Both rely upon one...

Customer Experience ROI Handbook: What is CX ROI?

What is Customer Experience ROI? This is a question with a hundred different answers, inaccurately. It's not that complicated, but CX ROI advice is...

24 Ways 2024 Customer Experience is Smarter: CX Metrics (Part 2 of 4)

CX Metrics are a big part of new CX wisdom for 2024. In the past year, at least 24 new discoveries were made in...

24 Ways 2024 Customer Experience is Smarter: CX Value (Part 1)

What do you know today that was unknown to everyone a year ago? In an immature field like Customer Experience Management, there are plenty...

What’s Your Insights Utilization Rate? 24 Ways to Boost 2024 CX ROI

When you visit the NASA museum, you see extensive data usage guiding stellar results, admirable safety performance. and earth-shattering discoveries. DATA. It guides smarter...

How 4 CX Metrics Drive 20 Growth Metrics

Concentrate on just 4 CX metrics and you'll see greater progress in more than 20 growth metrics. Precedents for this approach include fitness, student...

24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook

Customers' prosperity is your path to prosperity. For your solutions serving their needs, their funding serves the needs of employees, partners, and investors. Inversely,...

How to Quantify CX ROI

Quantifying CX ROI has been a top challenge, but it’s amazingly simple when you take the right approach. Imagine a CX issue that is chronically...

How to Thrill Investors with Your Chief Customer Officer Leadership Playbook

Everyone believes employee experience (EX) and customer experience (CX) are symbiotic: one affects the other continually. Hmmm . . . Is this how your...

Customer Experience-Inspired Corporate Strategy

Customer Experience-Inspired Corporate Strategy Lynn Hunsaker Customer experience-inspired corporate strategy is rare, according to a recent poll in a strategic planning LinkedIn group. In my…

Good Customer Experience: CX Day 2023

Good Customer Experience: CX Day 2023 Lynn Hunsaker Really good customer experience grows prosperity of customers, employees, and organizations in tandem. This is the focus…

3 Ironic Success Factors for Your Chief Customer Officer Maturity Playbook

Is customer experience maturity the priority in your Chief Customer Officer Playbook? In all team sports, maturity is paramount. In rowing or crew, for...

Chief Customer Officer Strategy: Dispensable Playbook or Most Valuable Player?

Chief Customer Officer strategy varies widely, with a mix of defense and offense playbooks. Defensive plays in customer experience management (CXM) are in Service,...

Chief Customer Officer Playbook: Balancing Experience Leadership with Experience Management

A Chief Customer Officer playbook is a sports analogy for what needs to be done to win the game: maximum customer lifetime value. Playbooks...

23 Customer Experience Practices You Should Stop in 2023

"Do more with less" may be more prevalent this year as some tech firms and many others trim their customer experience teams, programs, and...

4 Growth Pitfalls of Employee, Partner, and Customer Experience Strategies in Hard Times

What seems logical in hard times may be opposite of what's best for growth. When you're in a pinch — instead of weakening customer...

6 CX Spirit Animals for Today’s CX Imperative of Trust

A CX spirit animal is a meme, or semi-humorous symbol or characterization of what it feels like to be in a CX role. For...

Chief Customer Officers Can Stop Shrinkflation and Skimpflation

Chief Customer Officers are stewards of customer value. This means you're responsible for ongoing growth of value to your customers as well as value...

Rethinking Customer Experience Strategy: Forrester’s 2022 CX Index Dropped to 2020 Performance

Since yearly improvement is a sign of good health, what should you do when performance sags? If it's your car or a student's grades,...

How to Cross-Pollinate Customer Experience, Employee Experience, and Partner Experience Growth

Customer experience, employee experience, and partner experience have much more in common than otherwise. This is why cross-pollination opportunities abound. These 3 stakeholder groups...

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