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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.

Valuing Customer Value

Customer Value Management (CVM) is widely undervalued in the way we practice customer experience management (CEM). Excellent resources on the CVM topic abound,...

Shareholders or Customers or Employees First in Decision-Making?

Are customers or employees the number one priority of management's decision-making hierarchy? ... Or perhaps investors trump all? These questions may be...

Trust and Choice are Essential Customer Experience Ingredients

This article describes the 5th of 10 unique characteristics of customer experience relative to more well-known concepts such as customer satisfaction and retention. The...

Customer-Centric Sales & Marketing: How Do We Make You Feel?

"How did we make you feel? That's what really matters." This was the focus of my recent online interview with Steve Pinetti, Senior...

Customer Centricity Link to Customer Experience ROI

What do you think of this theory: As customer-centricity of an organization increases, customer experience management return on investment also increases. ...

Customer Centric Service Design

Imagine the power of pictorially summarizing your customer survey results so that stakeholders can understand possible customer experience improvements within 10 minutes! Reality...

Customer Experience is More Than Engagement

This article is 5th in a series describing 10 unique characteristics of customer experience relative to more well-known concepts such as customer satisfaction and...

Who is the Right Customer: Decisions for Managing Customer Surveys

Collecting customer feedback can be trickier than it sounds, as you navigate through decisions for sample selection, timing, frequency, numeric rating and open-ended questions,...

ROI Opportunities for B2B Customer Experience Management

Investment in customer experience management has increased or remained stable since 2005 for 88% of business-to-business companies, according to the 2010 ClearAction Business-to-Business Customer...

Customer Centric Hiring & Trust

When customer experience requirements guide the hiring process, a company is practicing outside-in thinking. In fact, most companies that are consistently listed as...

Customer Centric Employee Engagement

Organizations that are centered around their customers know that it's not a part-time role.  To truly be customer-centric, everyone company-wide needs to have a...

Customer Centric SWOT: Align Strategies to Customer Priorities

Start with your customer in mind whenever you use a management technique. Strategies that start with the customer set the stage for daily behaviors...

Customer Centric Sales & Service Policies

Survival of the kindest may be a novel concept, but there's new scientific evidence that humans are genetically wired to be kind. The...

Customer Centric Processes for Stellar Customer Experience

All processes within a company have the potential to impact customer experience. However far removed from the customer you perceive a process to be,...

Customer Experience Management is Uncommon Sense

This article is 4th in a series describing 10 unique characteristics of customer experience relative to more well-known concepts such as customer satisfaction and...

Customer Centric Mission & Values

Customer-centricity is about priorities. The key is to clearly state your priorities to executives, employees and affiliates. Then reinforce these priorities in daily decision-making...

Customer Centric Internal Branding

Customer centric internal branding revolves around customer well-being. Internal branding has various meanings, such as becoming employer of choice, communicating the company's marketing programs...

Fall in Love with Your Customers for Best Customer Experience

This article is 3rd in a series describing 10 unique characteristics of customer experience relative to more well-known concepts such as customer satisfaction and...

Customer Care … CRM … Customer Experience — What’s the Difference?

Customer Care ... Customer Relationship Management ... Customer Experience — what's the difference? All of these terms are components of customer experience management...

Customer Experience is Defined Entirely by Customers

This article is 2nd in a series describing 10 unique characteristics of customer experience relative to more well-known concepts such as customer satisfaction and...

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