Lynn Hunsaker

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 example, the ongoing pressure to increase response rates in a Voice of the Customer role feels like an owl: "Whooo...

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 to your company. Creative value growth is essential, regardless of booms and busts in economic cycles. Alarmingly, product and service...

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 If it's your car or a student's grades, or your health or your revenue, you would explore what's broken or outdated. Accordingly, sagging performance in the Forrester 2022...

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 are the engine your organization relies upon for growth. Customers provide funds for salaries, budgets, and investors; employees provide what...

Customer Experience Leaders Can Learn from Baseball

Baseball and other team sports are more than relaxing, entertaining social experiences. In fact, they're great metaphors for business success. Wins mean stronger relationships with fans, whose enthusiasm generates sponsorships and sales of tickets and memorabilia, etc. The same is true in business: "CX wins"...

How to Motivate Executive Buy-in for CX, EX, and PX

The absence of leadership buy-in is a major hurdle to the success of experience management teams. In a small poll last week, more than half of the respondents said the absence of leadership buy-in is the greatest cause of failed customer experience (CX) programs....

How Trust is the Basis for Value from Customer and Employee Experience

Trust is the basis of any valuable relationship with friends and family, employees and employers, customers and suppliers, and among partners. You entrust these parties to enrich your life, business, and growth. They entrust you to do the same. Trust is reciprocal. In particular,...

Customer Experience Growth Mindset for B2B Executives

B2B CEOs, boards, investors and senior leadership teams typically squander tremendous earnings and growth opportunities by putting the cart before the horse in their views of customer experience-driven growth. This may be more prevalent among newer companies, but it's generally universal. Your mindset about...

How B2B Voice of the Customer Maturity Drives Growth

B2B voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons to B2C trends. So, what does it mean? Let's look at a sports analogy for enlightenment. When you're mature in a sport, it means increased motor skills,...

Four Steps to Accelerate B2B CXM Maturity and Propel Stronger Growth

B2B customer experience governance can generate stronger growth when it's tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. They may have already discovered customers' intended outcomes as part of their outcomes-based...

Customer Experience Metrics Tutorial

Customer experience metrics are the most important choices in your CX strategy! What you monitor shapes your mindsets, conversations and actions. Yet recent studies show that only 21% of businesses are "very or extremely satisfied" with their ability to quantify the impact of customer...

B2B CX Metrics & ROI Maturity: Linking Customer Expectations to Business Performance

B2B customer experience metrics maturity is about embedding automatic CX excellence as a way of life in your company. In human maturity, the ability to rise to any occasion and to toggle seamlessly to what's most appropriate in any situation is deemed ideal. What...

10 B2B Customer Experience Myths & How to Improve Your CX Maturity

B2B customer experience misunderstandings run rampant across studies, articles, CX tech providers, and mainstream commentary. Many proclamations about B2B customer experience have a myopic perspective, focused on sales, service, marketing, digitalization or promoting an offering — without B2B roots or a clear view of...

21 Tips for 2021 Customer Experience Excellence

https://clearaction.com/21-tips-for-2021-customer-experience-excellence/Customer experience excellence is certainly defined a bit differently now, compared to years past. Some aspects of the new definition are obvious: heightened empathy and benevolence, smoother digitalization, stronger security and safety, greater inclusion and diversity. The 2020s decade is clobbering us over the head…

Thriving in Customer Experience on a Tight Budget

https://clearaction.com/thriving-in-customer-experience-on-a-tight-budget/Customer experience management on a tight budget can still achieve great progress. You can make a vital impact even when customers are experiencing difficulties and use of technologies must be scaled back. Proven winners both during and after a down cycle are those that embrace…

Customer Experience Indexes: Modern Thinking

https://clearaction.com/customer-experience-indexes-modern-thinking/Why are customer experience indexes powerful?  To paint a concise picture of growth strength. An index is like an executive summary of your voice of the customer research. It says: overall, our propensity to grow is increasing or decreasing. One size does not fit all. There are many…

Will 2021 Be the Year of CX as North Star?

In a time when customer attitudes and behaviors are shifting and evolving rapidly, companies are finding customer intelligence uses — across all functions enterprise-wide — to be vital to survival. Along with widespread thirst for customer insights is the heightened realization that mis-alignment to...

Ease of Doing Business: Best Leading Indicator of Growth

Customers are juggling more than ever before, and companies are realizing a heightened need for ease of doing business: value with minimal hurdles, hassles and worries. Essentially, it's delivering your brand promise, as promised. Ease of doing business quantifies the extent to which customers...

Customer-Centric Voice of the Customer

https://clearaction.com/customer-centric-voice-of-the-customer/Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? Nope. “Centric” means “being at the center”, and if your voice-of-customer is asking about you, then it’s not really asking about them. Customer-Centric Examples How well did we…

Modern Thinking for Customer Experience Indexes

Why are customer experience indexes powerful?  To paint a concise picture of growth strength. An index is like an executive summary of your voice of the customer research. It says: overall, our propensity to grow is increasing or decreasing. One size does not fit all. There are many...

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