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.
6 CX Spirit Animals for Today’s CX Imperative of Trust
A CX spirit animal is a meme, or semi-humorous symbol or characterization of what it feels like to be in a CX role. For...
Chief Customer Officers Can Stop Shrinkflation and Skimpflation
Chief Customer Officers are stewards of customer value. This means you're responsible for ongoing growth of value to your customers as well as value...
Rethinking Customer Experience Strategy: Forrester’s 2022 CX Index Dropped to 2020 Performance
Since yearly improvement is a sign of good health, what should you do when performance sags? If it's your car or a student's grades,...
How to Cross-Pollinate Customer Experience, Employee Experience, and Partner Experience Growth
Customer experience, employee experience, and partner experience have much more in common than otherwise. This is why cross-pollination opportunities abound. These 3 stakeholder groups...
Customer Experience Leaders Can Learn from Baseball
Baseball and other team sports are more than relaxing, entertaining social experiences. In fact, they're great metaphors for business success. Wins mean stronger relationships with...
How to Motivate Executive Buy-in for CX, EX, and PX
The absence of leadership buy-in is a major hurdle to the success of experience management teams. In a small poll last week, more than...
How Trust is the Basis for Value from Customer and Employee Experience
Trust is the basis of any valuable relationship with friends and family, employees and employers, customers and suppliers, and among partners. You entrust these...
Customer Experience Growth Mindset for B2B Executives
B2B CEOs, boards, investors and senior leadership teams typically squander tremendous earnings and growth opportunities by putting the cart before the horse in their...
How B2B Voice of the Customer Maturity Drives Growth
B2B voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons to B2C trends. So, what does...
Four Steps to Accelerate B2B CXM Maturity and Propel Stronger Growth
B2B customer experience governance can generate stronger growth when it's tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales...
Customer Experience Metrics Tutorial
Customer experience metrics are the most important choices in your CX strategy! What you monitor shapes your mindsets, conversations and actions. Yet recent studies...
B2B CX Metrics & ROI Maturity: Linking Customer Expectations to Business Performance
B2B customer experience metrics maturity is about embedding automatic CX excellence as a way of life in your company. In human maturity, the ability...
10 B2B Customer Experience Myths & How to Improve Your CX Maturity
B2B customer experience misunderstandings run rampant across studies, articles, CX tech providers, and mainstream commentary. Many proclamations about B2B customer experience have a myopic...
21 Tips for 2021 Customer Experience Excellence
Customer experience excellence is certainly defined a bit differently now, compared to years past. Some aspects of the new definition are obvious: heightened empathy...
Thriving in Customer Experience on a Tight Budget
Customer experience management on a tight budget can still achieve great progress. You can make a vital impact even when customers are experiencing difficulties...
Customer Experience Indexes: Modern Thinking
https://clearaction.com/customer-experience-indexes-modern-thinking/Why are customer experience indexes powerful? To paint a concise picture of growth strength. An index is like an executive summary of your voice of the customer research.…
Will 2021 Be the Year of CX as North Star?
In a time when customer attitudes and behaviors are shifting and evolving rapidly, companies are finding customer intelligence uses — across all functions enterprise-wide...
Ease of Doing Business: Best Leading Indicator of Growth
Customers are juggling more than ever before, and companies are realizing a heightened need for ease of doing business: value with minimal hurdles, hassles...
Customer-Centric Voice of the Customer
https://clearaction.com/customer-centric-voice-of-the-customer/Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? Nope. “Centric” means “being at the center”, and…
Modern Thinking for Customer Experience Indexes
Why are customer experience indexes powerful? To paint a concise picture of growth strength. An index is like an executive summary of your voice of the customer...