Lynn Hunsaker: B2B Customer Experience Maturity

Customer Experience Collaboration Wins Championships

Imagine your company as a sports team, such as volleyball, soccer, hockey or football: do you truly pull together, have one another's backs, share opportunities and show your opponents and fans you're a well-oiled machine? Collaboration like this across your entire company is what's needed...

Customer Experience Motives Drive Organic Growth

Criteria for promotions, raises, hiring, bonuses, budget expansion and recognition reveal your true motives about customer experience. These criteria drive behavior even more than goals and values. These "business rituals" criteria are the truth about your culture. They're the engine behind your growth. While an...

How Customer Experience Policies Empower Growth

If you love someone, set them free. Do your policies set free your customers and your employees? Policies are designed to protect, but sometimes they disintegrate — rather than protect — customer relationships. And customers' mistrust of companies propels regulations, protests and negative word-of-mouth....

Preventing Customer Experience Process Silos: 4 Prerequisites

What does a ballet (or Broadway musical number) and a business have in common? All the players have integral parts choreographed to deliver a satisfying experience. When a player misses a cue or the choreography isn't polished, all heck breaks loose. Such snafus are...

What is Customer Experience Ecosystem?

When J.C. Penney hired the wiz behind Apple retail stores' success as its CEO, there were expectations that "what worked well there will do so here". Pesky promotional discounts (600 per year) were discontinued in favor of coupon-free, discount-absent everyday-value pricing, along with a...

What is Walking the Customer Experience Talk?

What does it really mean to "walk the customer experience talk"? Executive sponsorship is certainly essential, yet there's so much more to it. An ironic byproduct of any customer engagement effort is that it intrinsically sets up expectations — externally and internally. Walking the...

What is Customer Experience Strategy?

Is "customer experience strategy" like the Wheel of Fortune spinner? The diversity of what it is in practice among companies today kind of feels that way. Ask 10 companies what their customer experience strategy is and you'll likely get 10 very different combinations of...

Customer-Centered Business: 10 Keys to Organic Growth

What is your business centered on? Investors, competition, innovation, or customers? The rule of the game is to follow the money. Sure, it comes from all these motives, but it springs from customers buying your offerings. When customers quit buying, all the rest becomes...

How to Solve Customer Experience Silos

Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. If your company wants to become a customer experience super-power, standing out in your industry and reaping those financial advantages, silo-solving must be...

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 horizontally. Accordingly, smooth handoffs between departments can make all the difference in poor versus great customer experience. Handoffs are outcomes of...

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 a science to it. The trick to successful metrics selection is to connect the dots between cause-and-effect. That's why customer...

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 an even closer look at the portion of those costs incurred to deal with your company's and partners' mis-steps that...

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 identical viewpoints of customers' realities? If not, mixed assumptions may be wreaking havoc on customer experience management ROI. Why? Because what...

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. If your answer is "kinda", then you'll be leaving money on the table. Customers are the source...

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 experience management to drive smooth journeys and maximize value across the life cycle. Accordingly, it's the role of customer experience...

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 nothing short of flabbergasting. Data silos are inevitable, and as painful as they can be, the ironic truth is that...

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. Examples I've heard recently include: "You'll have to log-in to our other site" or "That mobile app isn't available for...

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 brands have seamless customer experiences, according to recent studies by Accenture and Economist Intelligence Unit. 97% of customers use more...

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 them. Customers see them too! And that's not good. Customer Experience Impact: What customers see/hear is "that's handled by another...

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 -- or better yet, every employee. Things that don't make sense in the way business is done can almost always...

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