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.
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...
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...
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...
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,...
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...
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...
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...
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...
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...
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...
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. *…
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...
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...
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...
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...
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...
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'...
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...
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…
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...