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 for the Future: Outside-In Beyond Skin-Deep
"Outside-in" is a popular term in the customer experience field. It refers to the importance of customers' inputs as a guiding light for the...
Customer Experience Planning: Do This, Not That
The annual planning cycle is an opportunity to review pluses and minuses in what’s currently in play, take a look at what’s new, and...
Customer Experience for the Future: Context is King
Every job exists thanks to customer funding. As Peter Drucker said, “The customer is the foundation of a business, and keeps it in existence.”...
10 Ways Marketing Operations Creates Value
If you think Marketing Operations is one-dimensional, think again! Most people equate it with customer newsletter automation and alignment between Sales & Marketing, but...
Making Transformational Changes through B2B Customer Experience Management
“Employee engagement drives transformational changes that enable you to have quality in everything you do,” explained Carolyn Muise, Vice President of Total Customer Experience...
How to Make Customer Experience Strategy Integral to Corporate Strategy
Is customer experience management in your company (a) a subset of corporate strategy, (b) unrelated to corporate strategy, or (c) a determinant of corporate...
5 Keys to Customer Experience for the Future
I have a dream that in the future we'll look back and say "Remember how hard it was to be a customer back in...
Solving Complex Challenges through B2B Customer Experience
“We really want to make systemic and strategic changes that span the company, so we only tackle situations that our normal business-as-usual processes are...
3 Types of Customer Experience Action Essential to ROI
Most things in life need ALL their ingredients to function as intended. Miss the eggs in a cake recipe, forget earbuds for your iPod...
Are You a Customer Experience Action Hero?
Do you dream of being — or being saved by — a customer experience action hero? Maybe you dream of your customer-facing staff, or...
Do Customers Experience Your Internal Collaboration — or Lack of It?
"Our clients helped us see that in some cases where we weren't collaborating, they would experience our lack of collaboration," said Senior Vice President...
Is Operations Involved in B2B Customer Experience?
How would you like to reduce customer churn by 27%, increase Net Promoter ScoreTM by 65%, and outperform competitors by 20% in sales, purchasing,...
Creating World-Class Customer Experience Teams
In sports, a great deal of thought goes into creating winning teams. Choosing the right players, getting everyone on the same page, practicing hand-offs...
Strategic Action on B2B Voice of the Customer
Strategic customer experience results require a strategic approach in the way we collect data and in the way we take action on it. Of...
Breaking Down Silos for Customer Experience Management
Since customers see their experience as a horizontal series of steps (journey), are silos of experts across the company negatively affecting customer experience? ...
Using B2B VoC to Transform Customer Experience
Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That's according to a series of global B2B...
How Human Resources Can Add Value to Customer Experience Excellence
Customer experience (CX) is all about people getting what they need in their lives. People in your company are central to designing and delivering...
How to Increase Synergy in B2B Voice-of-the-Customer
If you’re looking for ways to gain more value from customer feedback, one of the best things you can do is banish silos. We...
Why Customer Experience Excellence Requires HR Engagement
People are at the center of providing or receiving customer experiences. And it’s commonly accepted that engaged employees are a prerequisite to high-value, engaged...
Customer Experience Governance: Do This, Not That
Governance doesn’t get much airtime in customer experience management conversations and writings. It's not as exciting and it's harder to wrap your mind around...