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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.

Chief Customer Officer as Change Agent

In any journey, it pays to have an expert guide — and that's particularly true in any company's ongoing journey toward superior customer experience....

Increasing Customer-Focus in Voice of the Customer for Business Results

Customer-focus in satisfaction/loyalty surveys may be the lynchpin to higher response rates and to linking customer experience management (CEM) to business results as well....

Focusing on People in B2B Customer Experience Strategy

"Businesses are made up of people, and people have emotions." This focus on people has guided the customer experience strategy of industrial freight provider...

Investment Patterns in B2B Customer Experience Management

Financials and customer experience management (CEM) go hand-in-hand, whether it's a matter of identifying financial results from CEM efforts, or a matter of financing...

Getting Customer-Centricity Right

Every one of us is a customer, so "Customer-Centricity" should be a very simple topic to understand. What do you, as a customer, think...

Client First Drives Business Performance

"Our client-centric banking approach is driving momentum in our core business fundamentals," said William H. Rogers, Jr., chairman and chief executive officer of SunTrust...

Interaction Bridges to Meet Customer Commitments

For customer experience management (CEM), it's natural to focus on smoothing interaction difficulties between paying customers and sales and service representatives. Additionally, innumerable interactions...

Creativity for Customer Experience Improvement

Open your mind to new ideas for improving customer experience. It's a fast-paced highly competitive world, so continual improvement — and occasional breakthroughs —...

Check Assumptions & Motives to Improve Customer Experience

When a customer asks you a question, do you double-check your assumptions about their intended outcome? So often we take customer inquiries at face...

4 Tips for Dealing with Difficult Customers

Are some customers just difficult people? Is there such a thing as a difficult person, anyway? Not really. The accurate viewpoint is it's a...

Customer Experience Management Means Doing the Whole Job

Customer Experience Management Means Doing the Whole Job Whether you've got external or internal customers, they expect you to 'do the whole job'! Show that...

Everybody Has a Customer

Is there any job that doesn't have a customer? If you work directly with paying customers, you obviously impact customer experience. If you don't work...

10 Tips for Customer Experience Innovation

10 Tips for Customer Experience Innovation Every person in an organization is needed for customer experience innovation. That's because customer expectations and competitive offerings are...

Improve Customer Experience: Help Me Help You

You've heard of garbage-in, garbage out, right? It's amazing how often work teams put up with substandard inputs "thrown over the fence" from groups...

Customer Loyalty Boomerang Effect

Customer loyalty is important to business success. Profitability of customer retention is pretty much common knowledge. So companies do a lot to encourage customer...

Compass for Better Customer Experience

In everyday life a compass (also known as GPS or global positioning system or map) may be integrated in nearly everything you do –...

8 Paths to Value via Benchmarking Studies

Getting ahead in differentiating your business is an ongoing quest. Benchmarking studies can be a great tool to monitor and maintain your edge --...

Big Gains by Presenting Voice of Customer to All Employees

Present voice of the customer to all employees, and you will be more likely to reap financial benefits and manage customer experience holistically, according...

Payoff for Coordinating Customer Experience Management Enterprise-wide

Connect your customer experience management efforts across the company, and enjoy exponential benefits, according to the 2011 Business-to-Business Customer Experience Management Benchmarking Study. Companies...

Valuing Customer Value

Customer Value Management (CVM) is widely undervalued in the way we practice customer experience management (CEM). Excellent resources on the CVM topic abound,...

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