Lynn Hunsaker

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...

Driving Sustained Customer Experience Improvement: Four Metrics Tips

Strong performance management is essential for customer experience improvement. All too often, best intentions can get derailed over time. Here are 4 basic principles that apply to any initiative, program, dashboard, or stretch goal: Connected - make sure you're focusing on things with strong connections...

Measure Customer Value the Customer’s Way

Customers automatically use 50 or more metrics for any customer experience, according to author Anthony Ulwick, in his book "What Customers Want". We may be re-inventing the wheel as we strive to come up with customer metrics that spell success. Looking at...

Customer Service: “Wow'” Versus “Ow”

What's the difference between 'wow' and 'ow' (as in 'ouch') service? Willingness to check for understanding. It's doing the whole job, with the customer sensing your overriding wish for his or her well-being. When you check for understanding, the customer's woes...

Is Your Focus Lagging?

We monitor customer satisfaction, net promoter scores and business results as barometers of success. These indicators are important in 'reading the tea leaves' of evolving customer expectations and competitive scenarios. Yet, because these measures are things which stakeholders (i.e. investors and customers)...

Customer Experience: How Do Your Customers Define It?

The term customer experience has a wide array of interpretations. For some people it revolves around shopping or website navigation. For others it's about ease of use as the customer interfaces with the product or service they purchased. For some, it's about technical and...

Are Customer Programs Giving or Getting?

Who benefits most from customer programs in place today? New customers? Existing customers? The company itself? All of the above equally? I'd venture to say it's rare to find customer programs that benefit all of the above equally -- or that truly benefit existing customers.…

Customer Satisfaction Cliffhangers: Don’t Leave People Who Give You Feedback Hanging

Customers are typically motivated to give companies feedback by hopes that their opinions will be valued, make a difference in their near-future experiences, or spare others any grief they've endured. Anytime customers share feedback -- whether solicited via survey or unsolicited via complaint or...

Stepping Into Your Customers’ Shoes

If we could 'be a fly on the wall' observing customers' experiences what a treasure trove of wisdom we'd have! Surveys, user groups and advisory boards are common tools for understanding customers -- but what is their scope? Do we have a...

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