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 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...
8 Customer Experience Metric Silos Mask Momentum
Metrics selection can be the most pivotal decision you make in your customer experience management strategy. That's because what gets measured gets managed. There's...
Customer Experience Goal Silos Are Gotchas
Got it made with loyalty programs, voice-of-the-customer, first contact resolution, and CRM (customer relationship management)? Get a close look at the cost-benefit ratio, and...
Assailing Customer Experience Assumption Silos
You may assume that everyone in your company assumes the same thing about customers. Are you certain that customer-facing staff and non-customer-facing staff have...
Customer Experience Vision Dictates Value
Does your vision for customer experience match your customers' vision? If yes, then you're on your way to customer-centricity, and the growth touted by...
Customer Experience Management Prevents Process Silos
Customer journey mapping is an eye-opener about process gaps — especially when it spans the end-to-end customer life cycle. It's the job of customer...
Customer Experience + Marketing: Pro’s & Con’s
What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? Is it as natural and advantageous as the C-team expects? It...
Marketing Maturity Mobilizes Customer Experience Mojo
In sports skills, maturity matters because it puts your game at the top echelon of competition. In human development, maturity matters because it means...
Customer Experience Data Silos Demystified
We are in the data explosion era, and wrapping your head around all the in's and out's of data for smooth customer experience is...
Solving System Silos for Customer Experience Excellence
The irony of technology is that it's often marketed as customer experience management, yet it inevitably creates its own set of customer experience snafus....
Customer Experience Boggle Busters for Channel Silos
If you've ever had a mind-boggling experience when you used different ways to interact with a company, you're not alone. Less than 10% of...
5 Ways to Make Marketing More Strategic
As Marketing departments are taking a bigger role in customer experience management, a more holistic perspective will allow your company rise to the top...
Silo Detectives for Organizational Collaboration
Turf wars, personal agendas, politicking, and "not invented here" syndrome are common internal pains of organizational silos. It doesn't take a genius to recognize...
New Wisdom for Voice of the Customer
Voice-of-the-Customer is central to most customer experience strategies. Find out what the customer thinks and increase the number of voices in favor of your...
10 Silos Impact Customer Experience
Does your business have a silo detective? This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer...
Customer Experience for the Future — Key #5: Momentum Drives Company Growth
Growth requires fuel. New customers and returning customers are the fuel of company growth. You can invest in inorganic growth: programs and technologies that...
Business-to-Business Customer Experience Strategy for 2016 & Beyond
Before you get carried away with patterning your business-to-business customer experience strategy on the latest shiny objects, here's a way to help you invest...
Customer Experience for the Future — Key #4: Collaboration Earns Trust
Reality is that the customer experience journey or lifecycle is horizontal, fluid, and continuous across a company's various departments and processes. Are we in...
Customer Experience for the Future: Brilliance by Pattern Discovery
Brilliance is the product of discovering patterns. And likewise, business growth from customer experience management is the product of discovering patterns. Think of advances...
B-to-B Customer Journey Maps: New Wisdom
Business-to-business customer experience managers have some advantages: mountains of customer comments on-hand, account managers who practically live with their customer contacts, and executives who...