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.
Account Teams in B2B Customer Experience: Help Me Help You
A dedicated sales force plays a key role in business-to-business customer experience management (B2B CXM): the typical sales cycle ranges from three to twelve...
Customer Journey Mapping: Apply Insights Everywhere
Customer journey mapping is a big investment in most companies, and money is being left on the table. That's because there are many more...
Customer Experience Journeys: Map for Actionability
Action — making a significant positive difference — is the point of anything we do in business. And that positive difference must translate to...
Journey Mapping: Focus on the Customers’ Experience
Customer journey maps are all the rage. Everyone's doing it. And there are a wide variety of methods for collecting information and templates for...
Loving Suppliers for Customer Experience Excellence
Loving Suppliers for Customer Experience Excellence Is it possible to be the darling of your customers, yet the opposite to your suppliers? Does it...
Loving Customers for Customer Experience Excellence
"Payin' with lovin'" seemed like a clever twist on McDonald's advertising theme, "I'm lovin' it!". In a Superbowl ad, the company announced its random...
B2B Customer Experience: Do This, Not That
Is business-to-business customer experience management (B2B CXM) a watered-down or a souped-up version of consumer experience management? Does the answer differ when the business...
Exploring the Elusive ROI of Customer Experience Management
Many of us subscribe to customer experience management (CXM) as promising substantial business results by (a) encouraging customers to say great things about your...
State of Business-to-Business Customer Experience Management
How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? After all, B2B account teams are usually quite involved with...
Metrics for Customer Experience Management
Metrics for Customer Experience Management Metrics selection may be your most important decision for customer experience success. Metrics drive thinking and doing, because they communicate...
Customer Experience ROI Opportunities in B2B Touchpoints
Are you accelerating repurchases through your customer experience touch-points with industrial customers? What's unique in business-to-business customer experience is the extensive interactions between the...
Customer Experience Strategy: Shared Vision
If you've ever gone on an extended outing with several friends, you're sure to appreciate the value of having a shared vision among all,...
B2B Voice-of-the-Customer: Integrating Decision Influencers’ Views
Picture this: in deciding whether to rebuy from your company, the customer’s general manager and purchasing agent are neutral, the...
Customer Experience Enablement at GE
Customer experience enablement is the set of customer experience management components for acting extensively on voice-of-the-customer to earn customer engagement and enduring customer experience...
Voice of the Customer: Do This, Not That
Voice-of-the-customer (VoC) is often the start and focus of customer experience management, as well it should be in several respects. It's about paying attention...
Understanding Business-to-Business Purchase Decisions
Does your business-to-business (B2B) customer survey portfolio monitor expectations of everyone who impacts buying decisions? If not, representative ...
Customer-Centered Culture: Do This, Not That
Customer-centricity means so many things to different people, but to customers it means one thing: having their best interests as your top priority. Let's...
Customer Experience Strategy: Do This, Not That
Customer experience strategy is the foundation to achieving business results — not only as ROI for your customer experience efforts, but also for your...
Business-to-Business Customer Experience: What’s it Like?
What is it like to be a customer when both you and your suppliers are manufacturers? More than meets the eye. And a...
Customer Engagement is the Capstone of Customer Experience Management
Customer engagement is the aim of any organization: it's a sign of success and future growth. Customer engagement in co-promoting a brand is seen...