Lynn Hunsaker
Customer Journey Insights Increase Marketing Impact
Customer journey insights are vastly under-utilized. Companies that are reaping full value are using customer experience insights to align their whole business to customers'...
Marketing’s Role in Employee & Customer Experience Journeys
Is your Marketing department aligned with customer experience and employee experience? The necessity and logic of doing this was highlighted in a recent presentation...
Is Your Customer Engagement Really Customer-Centric?
Customer engagement can yield short-term or long-term rewards or penalties. Are you tracking all of these?
Short-term rewards: uptick once or for one period...
Customer-Centric Marketing: Align for Growth
Customer-centric marketing has several layers of meaning. The most popular layer means personalization of communications, toward increasing customer lifetime value. Without the other vital...
Customer-Centric Marketing: Step-Up Performance
Customer-centric marketing is necessary, yet far from sufficient — from customers' and investors' perspectives. Thankfully, many companies have been migrating away from product-centric, month/quarter-end-centric...
7 Secrets of the Best Marketing Operations Teams
Value creation is the ultimate measure of success in business: value to customers, shareholders, alliances, employees, and the community at-large. In the quest to...
Customer Experience Strength Depends on Being Customer-Centered
Uncentered pottery will eventually crack, just as management uncentered on customers will lead to costly cracks in customer experience. A primer on using a...
What is Customer-Centricity DNA?
What is customer-centricity DNA? Can you develop it, or must your business be "born" with it? DNA means "the fundamental and distinctive characteristics or...
Actionability of Customer Experience Intelligence
Do intelligence and actionability go hand-in-hand? The basic difference between data and intelligence is this: data are facts, and intelligence is the arrangement of...
What is Customer Experience Value Creation?
Customer experience value is seldom quantified from the customer's viewpoint. We explore it through customer journey mapping, customer advisory boards, surveys, user experience testing,...
Customer Experience Professionals’ Essential Toolkit
Customer experience tools are just as important to success as a carpenter’s tools are. Despite the allure of technologies, carpenters still need their toolkit:...
Customer Experience Treasure Trove via Chronic Issues
What more could you wish for than 288% higher lifetime value of your key accounts? That's really the goal of customer experience management, whereas...
Customer Experience Collaboration Wins Championships
Imagine your company as a sports team, such as volleyball, soccer, hockey or football: do you truly pull together, have one another's backs, share...
Customer Experience Motives Drive Organic Growth
Criteria for promotions, raises, hiring, bonuses, budget expansion and recognition reveal your true motives about customer experience. These criteria drive behavior even more than...
How Customer Experience Policies Empower Growth
If you love someone, set them free. Do your policies set free your customers and your employees? Policies are designed to protect, but sometimes...
5 Radical Changes to VoC of the Future for ROI Maturity
What’s the greatest challenge Voice of the Customer (VoC) managers face? Low survey response rates, capturing feedback at all important touch-points, selecting the right...
Preventing Customer Experience Process Silos: 4 Prerequisites
What does a ballet (or Broadway musical number) and a business have in common? All the players have integral parts choreographed to deliver a...
What is Customer Experience Ecosystem?
When J.C. Penney hired the wiz behind Apple retail stores' success as its CEO, there were expectations that "what worked well there will do...
Value Chain Solution to VoC ROI
Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or...
3 Ultimate Factors of Business Performance
Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? Certainly all...