Lynn Hunsaker
Customer Experience Professionals’ Essential Toolkit
Customer experience tools are just as important to success as a carpenter’s tools are. Despite the allure of technologies, carpenters still need their toolkit:...
Customer Experience Treasure Trove via Chronic Issues
What more could you wish for than 288% higher lifetime value of your key accounts? That's really the goal of customer experience management, whereas...
Customer Experience Collaboration Wins Championships
Imagine your company as a sports team, such as volleyball, soccer, hockey or football: do you truly pull together, have one another's backs, share...
Customer Experience Motives Drive Organic Growth
Criteria for promotions, raises, hiring, bonuses, budget expansion and recognition reveal your true motives about customer experience. These criteria drive behavior even more than...
How Customer Experience Policies Empower Growth
If you love someone, set them free. Do your policies set free your customers and your employees? Policies are designed to protect, but sometimes...
5 Radical Changes to VoC of the Future for ROI Maturity
What’s the greatest challenge Voice of the Customer (VoC) managers face? Low survey response rates, capturing feedback at all important touch-points, selecting the right...
Preventing Customer Experience Process Silos: 4 Prerequisites
What does a ballet (or Broadway musical number) and a business have in common? All the players have integral parts choreographed to deliver a...
What is Customer Experience Ecosystem?
When J.C. Penney hired the wiz behind Apple retail stores' success as its CEO, there were expectations that "what worked well there will do...
Value Chain Solution to VoC ROI
Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or...
3 Ultimate Factors of Business Performance
Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? Certainly all...
What is Walking the Customer Experience Talk?
What does it really mean to "walk the customer experience talk"? Executive sponsorship is certainly essential, yet there's so much more to it. An...
Why Only 15% of Voice of Customer Programs are “Very Successful”
Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of...
What is Customer Experience Strategy?
Is "customer experience strategy" like the Wheel of Fortune spinner? The diversity of what it is in practice among companies today kind of feels...
Customer-Centered Business: 10 Keys to Organic Growth
What is your business centered on? Investors, competition, innovation, or customers? The rule of the game is to follow the money. Sure, it comes...
2017 Customer Experience Resolutions
What’s new in 2017 customer experience management? Like most resolutions, what’s new is less about shiny objects and more about mastery of down-to-earth principles....
How to Drive Voice of Customer Insights Company-wide: 3 Steps
Who needs to hear customer feedback? Just your customer-facing staff? Only a few managers of the biggest problem areas? The correct answer is: everyone...
How to Drive Customer Experience Strategy: 5 Steps
Is customer experience a passenger or a driver of your company’s corporate strategy bus? If you follow the money, the answer as it should...
How to Solve Customer Experience Silos
Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. If your company...
How to Get In-Tune for Customer Experience Success
An out-of-tune piano or violin may be one of your most vibrant memories of a poor user experience. Every one of the strings and...
Customer Experience Handoff Silos are the Heart of Success
One of the most profound discoveries from customer experience journey mapping is interdependencies across data, systems, channels, processes and people. Customers experience our companies...
