ClearAction

JUNE 25, 2023

CX Growth in Strategic Plans Lynn Hunsaker Is CX growth in your strategic plans? is riskier when it’s not rooted in customer insights and agile development. Ask your CX teams to adjust the ways the collect, communicate, and champion customer insights to educate every work group.

e-support 62

e-support Leadership B2B Groups 62

ClearAction

JUNE 25, 2023

Lynn Hunsaker Experience Leadership Mastery is a curriculum spanning your C-Suite, Board, executives, experts, experience steering committee, certification candidates, and entire experience management team. See more at [link] Experience Leadership is a phrase coined by author Lynn Hunsaker. I love it.

Leadership 62

Leadership Touchpoint Course Employee Experience 62

Lumoa

FEBRUARY 6, 2018

Some time ago we released the first part of the interview answers, and this week guests are Lynn Hunsaker, Peter Lavers, Jane Treadwell-Hoye, Melinda Gonzalez, Matt Dixon, Vicki Amon-Higa and Raul Guillermo Amigo. Are there efficient processes in place for analyzing customer data or communicating customer insights?

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

ShepHyken

JANUARY 18, 2021

21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. A few of them I could debate, but I also see the author’s point. The author points out the mistake many companies make. Second, to use the author’s words, “Customer service is an ethos, not a department.”

Self Service 124

Self Service Customer Service Customer Journeys B2B 124

ClearAction

JUNE 25, 2023

Artificial Intelligence in CX Learning Lynn Hunsaker Beware of artificial intelligence in CX learning! ClearAction.com/experience-leadership-mastery Experience Leadership is a phrase coined by author Lynn Hunsaker. Overshadowing basic facts about customer experience are numerous myths. I love it.

Leadership 62

Leadership Course Conference Groups 62

ShepHyken

MAY 23, 2022

Customer Experience Leaders Can Learn from Baseball by Lynn Hunsaker. This article has some excellent insights and ideas on how to handle complaints, the different types of complaints, and more. ” Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 64

Customer Service Sports Tips Customer Service Training 64

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. She recently wrote the book on customer understanding ! Arie Goldshlager.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ClearAction

JULY 11, 2023

Lynn Hunsaker Customer Service is NOT a cost center. It collects an abundance of customer insights that are more valuable than the VoC you pay so much for! How are you collecting, communicating, and championing the wealth of mined insights to guide efficiency efforts and inspire growth efforts ? Value Center?

Customer Service 48

Customer Service Self Service Leadership Touchpoint 48

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. Apart from being an author, Kerry is also a renowned speaker and an insightful coach.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Storyminers

JULY 6, 2020

As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. She recently wrote the book on customer understanding ! Arie Goldshlager.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ClearAction

NOVEMBER 4, 2020

Intentional Customer Experience as North Star for 2021 Lynn Hunsaker. Along with widespread thirst for customer insights is the heightened realization that mis-alignment to customers is wasteful and precarious. “The Provide a steady cadence of relevant, actionable customer insights to every group throughout your firm.

Customer Experience 77

Customer Experience Effort Score Wireless Policies 77

ClearAction

OCTOBER 25, 2022

Assessment for Almost-Automatic CX Excellence Lynn Hunsaker. Success factors for Align and Embed maturity levels are your methods for facilitating automatic CX excellence: Ask: how you collect customer insights sets the stage for how customer-centric you run your business. keynoters, authors, award judges, and award recipients.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

Answer Dash

APRIL 16, 2019

To address this, a council with a representative from each effort can meet at frequent intervals to share insights and program plans, and to coordinate and collaborate. Lynn Hunsaker is a performance momentum expert. She is a CXPA board member, SVAMA past-president and CustomerThink Hall of Fame author. Connect with Ms.

Customer Experience 76

Customer Experience Financial Customer Journeys Handbook 76

ClearAction

FEBRUARY 27, 2017

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Just 34% say their VoC program is “good” or “very good” at making changes to the business based on VoC insights. 41% are VoC Analyzers — spending the majority of their time finding insights from VoC data.

Voice of Customer 71

Voice of Customer Effort Score ROI Metrics 71

ShepHyken

FEBRUARY 11, 2019

Anatomy of the VP Customer Experience Role by Lynn Hunsaker. The author posted additional content when she posted and responded to comments and feedback. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Here are my top five picks from last week.

Net Promoter Score 56

Net Promoter Score Chief Customer Officer Customer Service Customer Service Training 56

GetFeedback

JANUARY 19, 2020

Surveys can certainly help, but don’t forget to use verbatim comments, argues Lynn Hunsaker, chief customer officer at ClearAction Continuum: You already have a treasure trove of insights on-hand; make use of them for outside-in perspective. About the guest author.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

ClearAction

FEBRUARY 27, 2017

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Just 34% say their VoC program is “good” or “very good” at making changes to the business based on VoC insights. 41% are VoC Analyzers — spending the majority of their time finding insights from VoC data.

Voice of Customer 48

Voice of Customer Effort Score Metrics ROI 48

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. Annette Franz – Customer Experience Consultant, Keynote Speaker, Author .

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

AUGUST 22, 2020

Thriving in Customer Experience on a Tight Budget Lynn Hunsaker. Objective: provide non-customer-facing groups with relevant insights to guide their strategies, policies, processes and hand-offs. Objective: assist the whole business in using CX insights to guide their strategic and daily decision-making.

Customer Experience 77

Customer Experience Customer Centricity Policies Innovation 77

ClearAction

MARCH 20, 2020

Customer-Centric Voice of the Customer Lynn Hunsaker. Metaphors provide context and deep insight into your customers’ thinking. By this she’s referring to customer insights you have on-hand, that have yet to be harvested. Top brands have been using metaphor research with amazing results.

Customer Centricity 62

Customer Centricity Voice of Customer Customers Financial 62

Lumoa

OCTOBER 31, 2018

James Dodkins, CX Revolutionist, Keynote Speaker and Author @JDODKINS | blog “I see the future of customer experience being ‘ hyper-personalisation ’, moving away from process standardisation and towards experience personalisation. Bell, Customer Loyalty Keynote Speaker, Trainer, Author. Customers want you to know them.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

ClearAction

APRIL 18, 2020

Growth Through Customer Experience Action Lynn Hunsaker. The rarity of this practice is shown in Temkin’s research that less than 10% of companies are operationalizing or aligning their organization to customer experience insights, and less than 5% are embedding customer-centricity as a way of life.

Customer Experience 62

Customer Experience Net Promoter Score Innovation Customer Centricity 62

ClearAction

JULY 21, 2016

How to Increase Synergy in B2B Voice-of-the-Customer Lynn Hunsaker. Our questions explored ways of listening to customers, and then methods of viewing customer insights, and then practices for acting on the insights. We all know the perils of data silos, organization silos, and so forth. Initially, no. Keep it simple.

B2B 48

B2B How To Customer Retention Analysis 48

ClearAction

AUGUST 24, 2008

Customer Experience Metaphors Offer a Wealth of Insights Lynn Hunsaker. And we all use 5-6 metaphors a minute, according to author Gerald Zeitman in his book How Customers Think. Author Gerald Zeitman generously provides useful techniques in the mid-section of his book How Customers Think.

Customer Experience 87

Customer Experience CEM Social Media Leadership 87

ClearAction

FEBRUARY 23, 2015

In this 3-part series, we'll look at 3 keys to getting it right: focus on the customers' experience journey, map for actionability, and apply insights everywhere. We think it's pragmatic to collect internal insights about the customer experience and then validate or tweak those insights with customers.

Customer Journeys 48

Customer Journeys Customer Experience ROI Customers 48

ClearAction

FEBRUARY 26, 2015

In this 3-part series, we're looking at 3 keys to getting it right: focus on the customers' experience journey , map for actionability , and apply insights everywhere. DO THIS: Focus mapping workshop participants and map readers' attention on what they should do as a result of these insights.

Customer Journeys 48

Customer Journeys Customer Experience ROI Exercises 48

Pointillist

MAY 19, 2020

As customer demands and goals are evolving rapidly, customer-centric leaders are prioritizing investments in customer analytics and insights to meet their expectations and succeed in a highly competitive environment. “ Hank Brigman Customer Experience Strategist Author of TOUCHPOiNT POWER! High-performing organizations are 9.5X

Customer Journeys 94

Customer Journeys Measurement Report Management 94

ClearAction

MAY 3, 2019

6 Digital Experience Mission-Critical Trends Lynn Hunsaker. The goal of digital experience management is seamless, transparent and frictionless integration and optimization of customer touch-points,” explained Dennis DeGregor, author of The Customer-Transparent Enterprise. Customer Journey Insights Increase Marketing Impact.

Trends 48

Trends Customer Journeys Leadership Customer Centricity 48

ClearAction

FEBRUARY 27, 2015

Customer Journey Mapping: Apply Insights Everywhere. That's because there are many more applications for customer experience insights than first meets the eye. Share insights widely and deeply to get everyone on the same page and reap the most value from your research investment. ClearAction offers a CCXP Exam Prep Course.).

Customer Journeys 48

Customer Journeys ROI Policies Customers 48

Thematic

FEBRUARY 19, 2019

If there is a corporate newsletter you can leverage, ask the authors to write a piece about your success in the latest edition. Here’s an insightful blog from Lynn Hunsaker , the CX expert, on just that. Sometimes senior leaders aren’t bought in because they just don’t know enough about what you’ve done.

Customer Journeys 54

Customer Journeys Strategy Customer Experience Net Promoter Score 54

ClearAction

OCTOBER 1, 2018

The Future of Customer Experience Calls Urgently for a Significant Shift Lynn Hunsaker. Similar findings are reported in studies by CMO Council, CustomerThink, Confirmit, West Monroe Partners, Leapfrog Marketing Institute, MarketingSherpa, Forbes Insights, and many others. CXM Status Quo vs. CXM Flow.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

ClearAction

JANUARY 11, 2015

Contact the author, Lynn Hunsaker , to find out how to customize these insights to your situation. Add context with operational and financial metrics, and you'll enable others to see the whole picture toward your company's financial growth. Related Articles: 4 Tips for Keeping Goals & Initiatives on Track.

Customer Experience Management 48

Customer Experience Management Metrics Customer Experience Management 48

Amity

APRIL 25, 2016

Trituns Insights. Lynn Hunsaker. Lynn is a Customer Experience expert, emphasizing operational consistency. She is a CXPA CX Expert (1 of 17), CustomerThink Featured Columnist (1 of 12), #3 author on CustomerThink. Director, Insights Customer Success - Zuora. Jay Nathan. S aaS Thought Leadership.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

ClearAction

JANUARY 14, 2015

Contact the author, Lynn Hunsaker , to find out how to customize these insights to your situation. First published on InsideCXM.com. 1 91% of participating B2B firms sell via dedicated sales force, 39% sell via value-added resellers, 38% sell via the internet, and 29% sell via agents or brokers.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48