Lynn Hunsaker: Chief Customer Officer Playbook
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...
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 wisely. It's simple: Step 1 is to sketch out the phases of "What are our customers' processes for selecting, getting,...
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 want to see substantive improvements in customer experience. Use these factors to apply new wisdom to your customer experience...
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 (TCE) at EMC. In our interview on the Customer Experience Optimization talk show, she continued: “We're shifting from reactive to...
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 not normally suited to tackle. Those tend to be situations that span multiple parts of the company, span multiple processes,...
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 of Insights & Client Experience at SunTrust Bank, Jeff VanDeVelde. Is your voice of the customer program letting you know...
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, ordering, installation, billing, service inquiry, maintenance and account management processes? This progress was achieved by engaging employees company-wide in coordinating...
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 all the strategies within a company, what has the potential to be more far-reaching and impactful than how we understand...
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 customer experience studies that I led. 80% of B2B companies said they track voice-of-the-customer (VoC) as a means to improve...
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 all know the perils of data silos, organization silos, and so forth. Beyond that, consider the silos of various components...
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 months, and 91% of participating companies in the ClearAction B2B CXM best practices study said they sell B2B products and...
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 you're selling to is a manufacturer versus a professional services company? Or when your company provides specialized industrial goods,...
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 and supplier companies for a long time after the initial purchase. Like the touch-points we typically think about --...