Lynn Hunsaker
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...
Customer Experience is More Than Transactional: Is Your Marketing Value Longitudinal?
https://clearaction.com/customer-experience-is-more-than-transactional-is-your-marketing-value-longitudinal/Customer experience is not limited to an interaction. Cumulative perceptions, interactions, circumstances and judgments add up over time to form “customer experience” for each of our prospects, customers, partners, suppliers, and stakeholders. This means customer experience is longitudinal, i.e. developed across a long period of…
2020 Customer Experience: 20 Wishes
https://clearaction.com/2020-customer-experience-20-wishes/2020 customer experience management is at a turning point. Get ahead by making significant turns yourself now. Forces on customers and business may otherwise make some turns that leave you behind. It’s a new decade that will be characterized differently by social, economic, technology, legal…
CEO’s Guide to Growth Through Customer-Centered Capability
"Customer-centered management is straightforward business sense," declared the first article1 in this six-part CEO's Guide to Growth series. Indeed, this declaration is reinforced by the new Principles of Corporate Governance, overhauled by Business Roundtable in August 2019.2 Modern corporate governance replaces shareholder primacy with...
CEO’s Guide to Growth through Customer Experience Action
Customer experience annuities are a compelling source of growth that is commonly overlooked. As a gift that keeps on giving, customer experience annuities free-up resources that were previously dedicated forever to the equivalent of "Band-Aids®", and re-allocate those resources to higher-value opportunities. For example,...
3 Ways Marketing Creates Customer Experience Leadership
https://clearaction.com/3-ways-marketing-creates-customer-experience-leadership/ Marketing’s role in customer experience leadership can be powerful, especially if it’s managed holistically. Step back and think about what makes or breaks great experienc...
CEO’s Guide to Growth Through Customer Experience Momentum
Customer experience momentum foreshadows growth. You can see evidence of this in Forrester's analysis1, where they found that stock price for customer experience (CX) leaders grew 34%, in comparison to 5% for CX laggards and 20% for the S&P 500 during the same time...
CEO’s Guide to Growth through Customer Experience Engagement
Customer experience engagement is a growth strategy. It's the aim of Net Promoter Score®, CRM, loyalty programs, experiential marketing and so forth — rallying customers toward purchase volume, referrals and long-term relationships. While some growth can be gained solely through these programs, diminishing returns...
CEO’s Guide to Growth through Customer Experience Alignment
Organizational agility — to profitably seize evolving opportunities and allay emerging threats — depends upon managers aligning daily decisions with core customers' expectations and your corporate strategy. Surprisingly, the major glitch for agility and alignment is lack of clear understanding about how major priorities...
Anatomy of the VP Customer Experience Role
If "customer experience" has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. This position may also be known as Chief Customer Officer or VP of Customer (e.g. retention, loyalty, advocacy, care, success, digital...