Lynn Hunsaker
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, there is a snowball effect for employees' (and suppliers' and partners') behaviors that can eventually permeate end-users. Customer-facing employees...
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 retention. The characteristic defined in this article is: Preventive — customer experience gravitates toward the easiest and nicest methods...
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 criteria and rituals such as annual operating plans, operations reviews, staff meeting agendas, recognition and incentives, performance reviews, etc. ...
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 to employees, emphasizing core values, engaging employees for high morale and productivity, or alligning internal behaviors with what's promised to...
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 retention. The characteristic defined in this article is: Dynamic — customer experience evolves with the customers' context the purpose...
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 (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization...
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 retention. The characteristic defined in this article is: Perspective — Customer experience is defined entirely by the customer, not the...
Customer Experience Management is Doing the Right Thing
This article is 1st in a series describing 10 unique characteristics of customer experience relative to more well-known concepts such as customer satisfaction and retention. You've seen the ads depicting crazy business policies that dampen customer experience and make customers cynical. I'm a...
Accelerate Customer Experience Improvement via Recogntion 2.0
Two-way conversations are now the norm! Social media, reality TV show voting, and smart phones make high interaction and accessibility a way of life. This is a trend that's here to stay. And business processes that invite interaction at all employee levels...
Employee Engagement in Balanced Scorecards
Key performance indicators are important gages of progress in customer experience management or any other endeavor. Balanced scorecards encourage 360-degree views of progress for a corporation or initiative. The scorecard typically covers several categories, for example: customer, financial, productivity, and competitive metrics. ...
Creativity for Customer Experience Improvement
Open your mind to new ideas for improving customer experience. It's a fast-paced highly competitive world, so continual improvement -- and occasional breakthroughs -- are imperatives for consistently delivering superior customer experience. Every person has creative capability. "There's this common perception among...
Improve Customer Experience by Eliminating Customer-Focus Boundaries
'Customer-focus is important for certain job roles, but for other roles, we rely on our own wisdom.' This is poisonous thinking when some parts of your company are excused from customer-focus. When anyone in your organization is disconnected from customers, their decision-making may...
Customer Experience Improves Without TMI
'Too much information' (TMI) can hurt customer experiences. It can be tempting to brag or complain about things as the customer waits for something. It can be easy to get long-winded telling a story to a customer. Be careful! Not only is TMI inappropriate...
Customer Experience is Decided by You
Everyone wants good things to happen. For both customers and suppliers, we start off our day hoping everything will go well. Across numerous interactions you might feel great, or perhaps sometimes, let down. You probably want to feel great more often! How...
Energize Your Customer Experience Strategy
For holistic customer experience management, the challenge is horizontal alignment to deliver intentional customer experiences. And to design intentional customer experiences, the company has to decide that experiences are a differentiating factor competitively. In my interview with Desirree Madison-Biggs, Director of Customer Insight...
Customer Experience Data Integration for 360-Degree View
You've probably heard of the blind men who touched part of an elephant and were adamant about their interpretations. Businesses are in the same predicament without customer data integration for a panoramic viewpoint. In my interview with Swati Saxena, Customer Intelligence Manager at Hewlett-Packard,...
Customer Experience Social Media Conversations
Social media contains a wealth of information about the customer experience, and savvy managers are paying attention. In my interview with Sean McDonald, fomer director of Dell's online community, he points out that the social Web is full of customer comments, and engaging customers...
Customer Experience Management Using Social Media
Social media introduces excellent tools and customer feedback data streams for companies to monitor perceptions and trends. Best practices in customer experience management: - Use social media listening first to determine how best to interact with customers. - Recognize the importance of making emotional connections…
Recognize Employees for Improving Customer Experience
Humans, as well as all living things, align their behaviors with the rewards in their environment. For example, only 42% of companies agree that they can do what is right for customers despite the pressure to make current-period financial numbers. Interestingly, the same number...
Improve Customer Experience by Borrowing Ideas
Creativity is essential in our highly competitive business environment. As technology and options expand, customers' expectations for higher value are always rising. Companies that use creativity to understand, anticipate, and exceed customer expectations are the companies that grow, keep jobs, and thrive.To win higher...