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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.

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...

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...

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...

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...

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 --...

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...

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....

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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 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....

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...

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