Lynn Hunsaker
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...
Customer-Centricity by Discerning Customer Satisfaction Outcomes vs. Enablers
What’s the difference between the way customers volunteer feedback versus the way they’re requested to give feedback? One revolves around outcomes in the customer’s world, whereas the other revolves around customer satisfaction enablers in the company’s world. True customer-centricity requires primary focus...
The Art of Listening: A Key to Customer-Centricity
Curiosity is the key to great listening skills that improve customer experience. When you're truly curious about your customer's opinions, expectations and requests, you'll find the customer to be more pleasant, interesting and fulfilling to you as well. Consider internal customers as well as...
What’s Your Customer Experience Value Quotient?
If value is defined as benefits versus costs, what’s your company’s customer experience value ratio? Superior value is the objective of customers and marketers alike. And since customers hold the purse strings, marketers are compelled to view value as customers do. ...
Customer-Focused Culture by Living With Your Customers: A Lesson From Amazon
You never know someone so well as when they live with you! What better way to transform your culture to truly customer-centric ways of thinking and doing, than to invite your customer to attend all your discussions? This has long been a practice at...
Re-work Your View of Customers for Successful Innovation
A new understanding of innovation success factors is making traditional logic obsolete. Successful innovation has less to do with the best investment, technology, research and designers, according to Booz Allen Hamilton: "Unless their R&D efforts are driven by a thorough understanding of what their...
Customer Experience Research and Customer Outcomes
If the "customers' jobs-to-be-done" concept is becoming embraced as essential for successful innovation, why is it largely ignored for monitoring of customer experience and satisfaction? Customers' jobs-to-be-done (desired outcomes) are the customer's viewpoint of functional and emotional needs to be fulfilled. Hence, the...
Customer Experience Innovation Involves Everyone
Every person in an organization is needed for customer experience innovation. That's because customer expectations and competitive offerings are always on the rise. Your processes, policies, skills, and motivations have a lot to do with keeping customers coming back — and even more to...
Why Internal Branding is Central to Customer Experience Management
Why is it that only 12% of customers judge specific leading suppliers as extremely customer-centric (CMO Council Customer Affinity study), while 56% of those same suppliers think of themselves as extremely customer-centric? Possibly because of the way we tend to narrowly define customer experience...
5 Keys to Employee Engagement for Customer Experience
Lack of cooperation across organizations is a momentum inhibitor for customer experience management (CEM). Among best-in-class CEM practitioners, top challenges are: * Cross-channel CEM. * Organization-wide focus on customer service differentiation. * Commonly agreed-to metrics. * 360-degree view of customers. All of the recent customer…
Improve Customer Experience: Actions Speak Louder Than Words
Actions speak louder than words when it comes to most things in life. Michael Phelps, Britney Spears, Barry Bonds, Martha Stewart and plenty of others learned that the hard way. Customers feel the same. They hear plenty of promises in ads,...
Missing! Systems Thinking for Customer Experience Business Results
"Do the whole job" is a mantra needed by our companies and society at large. Piecemeal efforts and short-term strategies ultimately lead to finger-in-the-dike management that is rampant today. All of the recent customer experience studies indicate that vital linkages are broken...