Lynn Hunsaker
Lynn Hunsaker
Lynn Hunsaker is 1 of 5 CustomerThink Hall of Fame authors. After 15 years in customer experience, strategic planning, quality, and marketing at Applied Materials and Sonoco, she was a CXPA board member and SVAMA president, taught 24 college courses, and authored many CXM studies, handbooks, courses. Her specialties are B2B, engaging C-Suite and non-customer-facing groups in CX, silos, leading indicators, maturity & customer-centric business and marketing. CX leaders in 50+ countries benefit from her Masterminds, Money Value Dashboards, C-Suite Guide to CX=EX=$, CX Value Multipliers Forum.
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...
Customer Experience is More Than Transactional: Is Your Marketing Value Longitudinal?
https://clearaction.com/customer-experience-is-more-than-transactional-is-your-marketing-value-longitudinal/Customer experience is not limited to an interaction. Cumulative perceptions, interactions, circumstances and judgments add up over time to form “customer experience” for each of…
2020 Customer Experience: 20 Wishes
https://clearaction.com/2020-customer-experience-20-wishes/2020 customer experience management is at a turning point. Get ahead by making significant turns yourself now. Forces on customers and business may otherwise make…
CEO’s Guide to Growth Through Customer-Centered Capability
"Customer-centered management is straightforward business sense," declared the first article1 in this six-part CEO's Guide to Growth series. Indeed, this declaration is reinforced by...
CEO’s Guide to Growth through Customer Experience Action
Customer experience annuities are a compelling source of growth that is commonly overlooked. As a gift that keeps on giving, customer experience annuities free-up...