Lynn Hunsaker

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...

Customer Experience Management Prevents Customer Hassles

One out of two companies (44%) acknowledge that high-profile negative customer experiences have at some time compromised their brand, yet only 29% have high ability to handle and resolve customer complaints.1 Do you proactively embrace customers' constructive feedback? While surveys have long been...

Customer Experience Strategy Requires Employee Engagement

The hardest thing for competitors to copy is the customer experience you create. And engaged employees are the most dynamic and influential force in creating superior customer experiences. While 80% of executives say they want to use customer experience management (CEM) as a form...

Make Good Customer Experiences Easy!

Upgrading to a new model of any kind of product can be an exciting customer experience ... but not if you as a supplier don't set it up for success. All too often, upgrades cause too many surprises, wasted time and money, and...

Loyalty is Not Just for Customers

Customer loyalty is important to business success. Profitability of customer retention is pretty much common knowledge. So companies do a lot to encourage customer behavior that favors their brand, to increase: - Purchase frequency and volume - Involvement and structural ties - Recommendations of the…

Customer Experience Data: Untapped Gold Mines

“More companies are getting to the point of putting the customer at the central part of their data collection systems, and managing from outside-in. That’s when you know you’re working to optimize customer experience.” This theme emerged in my recent online interview with...

Marketing Wins Strategic Clout by Driving Customer Experience Management

Traditionally, Marketing takes the organization’s message to the customer base, but now equally important is Marketing’s potential to take the customer base’s message back to the organization. Marketing sets up the value proposition that the brand represents, but ultimately customers define what brand truly means...

Discover Intended Outcomes to Manage Customer Experience Effectively

When a customer asks you a question, do you double-check your assumptions about their intended outcome? So often we take customer inquiries at face value, or simply assume we know what is meant. No matter what your job, you have customers, and...

4 Customer Centric Culture Building Blocks

It’s popular to tout customer-centricity, yet it’s very difficult to consistently demonstrate. The word centric means having a specific thing as the focus of attention and efforts. Customer-centric means that concerns other than the customer’s well-being are in the background while the customer...

Please Give Us a ‘Highly Satisfied’ Rating!?!

Why do sales and service representatives feel compelled to tell customers how to answer a survey? Does the company want to know what the customers really think, or is the company trying to build positive publicity by claiming superior ratings? The answer to the...

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