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JULY 28, 2023

Good Customer Experience: CX Day 2023 Lynn Hunsaker Really good customer experience grows prosperity of customers, employees, and organizations in tandem. This is the focus of CX Day 2023 ! A good customer experience team is a catalyst to foster a positive, holistic customer focus across the entire organization, one that is informed by data and designed with empathy in order to deliver win-win outcomes that help everyone achieve success.

Customer Experience 62

Customer Experience Chief Customer Officer Groups Fashion 62

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JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. They may have already discovered customers’ intended outcomes as part of their outcomes-based selling and consultative selling approaches.

Government 62

Government B2B Customer Experience Customer Journeys 62

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JULY 20, 2023

Customer Success Technology Buyer Guide Lynn Hunsaker Customer success technology is sure to grow in importance and array. AI is hot. Non-stop for the past 25 years, technology for experience management and marketing have been super hot since CRM arrived on the scene. Especially in hard times like the 2009 global financial crisis and the 2020 global pandemic, demand for tech skyrocketed.

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Technology Customer Success Consulting ROI 62

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JULY 11, 2023

Customer Service is a Value Center (NOT a Cost/Profit Center!) Lynn Hunsaker Customer Service is NOT a cost center. And it should NOT be a revenue center. It is a VALUE center for your enterprise. Shift to modern thinking for Customer Service value truths in your current strategic planning. Value Center? Yes! Customer Service rescues value from churning to competitors.

Customer Service 48

Customer Service Self Service Leadership Touchpoint 48

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JUNE 29, 2023

Master Experience Leadership Now Lynn Hunsaker Experience Leadership is the next horizon for growth: Bigger margins : preventing issues from recurring or occurring. Faster payments : increased trust and value, less burden on customers. Greater efficiency : CX insight-guided processes, policies, and behaviors; no need for shrinkflation or skimpflation, etc.

Leadership 62

Leadership ROI Customer Journeys Touchpoint 62

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JUNE 25, 2023

What is Experience Leadership Mastery? 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. By experience management, we mean the full spectrum of customer, partner, and employee experience managers (CX+PX+EX = XM experience management).

Leadership 62

Leadership Touchpoint Course Employee Experience 62

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JUNE 25, 2023

Artificial Intelligence in CX Learning Lynn Hunsaker Beware of artificial intelligence in CX learning! Overshadowing basic facts about customer experience are numerous myths. Loyalty Myths is a book written by my MBA class colleague, revealing the true origins and scientific bases for 50+ warped interpretations of customer experience. My article this year, 23 Customer Experiences Practices You Should Stop in 2023 , is an eye-opener to what we should NOT perpetuate.

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Leadership Course Conference Groups 62

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JUNE 25, 2023

CX Growth in Strategic Plans Lynn Hunsaker Is CX growth in your strategic plans? Is customer experience (1) a determinant or (2) a subset of corporate strategy, or (3) is it unrelated? If you define “customer experience” as nice-to-have programs, or a department, or interactions, your answer may be “2” or “3” However, in my 5-year study of B2B CX practices, “1’s” have higher financial results.

e-support 62

e-support Leadership B2B Groups 62

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MAY 26, 2023

Customer Insights Shape Your Firm’s Growth Curve Lynn Hunsaker Customer insights have so much more potential to shape everything in your enterprise. Every growth effort and every efficiency effort can be greatly improved by customer insights guidance. This goes well beyond ratings and scores. It’s the comments and patterns that are pure gold.

Customer Insights 62

Customer Insights Chief Customer Officer Effort Score Leadership 62

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MAY 25, 2023

Growth via Massive Customer Experience Savings Lynn Hunsaker Customer experience savings are NOT about automation or slashing value to customers! That’s a recipe toward many unexpected costs. Whenever you think about savings, think about value expansion. Your enterprise goals are to continually increase value to investors, so by definition, you must continually increase value to customers.

Customer Experience 118

Customer Experience Chief Customer Officer Leadership ROI 118

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APRIL 13, 2023

Brand Integrity and Your Ideal Customer Lynn Hunsaker Ideal Customer Profiles can be your key to sales velocity, retention, recurring revenue, and CAGR (compound average growth rate). Have you also considered ICPs as your key to cost containment as well as EPS (earnings per share) growth? Selling to the right type of customers makes everything better.

Brands 62

Brands Chief Customer Officer Guidelines Loyalty Programs 62

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FEBRUARY 13, 2023

Leading Customer Experience as a Team Sport Lynn Hunsaker Author Lynn Hunsaker at Super Bowl LVII stadium 2023 Leading customer experience as a team sport is essential because every player in your enterprise helps or hinders customer experience performance. In competitions like the Super Bowl and World Cup, every player knows how they contribute to winning.

Sports 71

Sports Customer Experience Handbook Case Study 71

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DECEMBER 26, 2022

CX Index: Cracking the Code in Your Customer Experience Strategy Lynn Hunsaker. The CX Index measures customer experience among brands in 13 industries. To-date, no industry has reached the “Good” or “Excellent” category; most are in the “OK” category and a few are in the “Poor” category. 1 Accordingly, the CX Index teaches us a lot about what is ineffective in popular CX practices.

Strategy 71

Strategy Customer Experience Policies Loyalty 71

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NOVEMBER 14, 2022

Gratitude Grows Gains from Employee Experience Strategies Lynn Hunsaker. An attitude of gratitude is the source of growth personally and in relationships with fellow employees. Gratitude nurtures common courtesy that’s central to diversity and inclusion. Ironically, when we appreciate differences, we’re more likely to discover commonalities.

Employee Experience 71

Employee Experience Strategy Exercises Government 71

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NOVEMBER 11, 2022

Gratitude Grows Gains from Customer Experience Strategies Lynn Hunsaker. In the best of times and the hardest of times, gratitude is your key to rising above norms. In this holiday season, we’re reminded to ponder the good, express and celebrate thankfulness, and give gifts to convey appreciation for our relationships. On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.), we’re reminded again.

Strategy 71

Strategy Customer Experience Competitive Advantage Analysis 71

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OCTOBER 25, 2022

Assessment for Almost-Automatic CX Excellence Lynn Hunsaker. To propel your firm to world-class performance, an assessment for almost-automatic CX excellence is now available. You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. We aimed from the start to align every work group with customers’ priorities, engage every group in improving CX efficiency and effectiveness, and embed customer-fo

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

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OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? Quantifying CX ROI is the top challenge, per Pointillist’s 2019, 2020, and 2021 studies. This means current experience management metrics are insufficient! (NPS, CSAT, FCR, Health / Effort Score, etc.) Interestingly, Employee Experience or Partner Experience can be substituted for CX below.

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Metrics Management Effort Score ROI 62

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SEPTEMBER 25, 2022

CCXP Exam Joys, Struggles & Rewards Lynn Hunsaker. CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. The CCXP exam has 100 multiple choice questions that are easier to answer when you have spent a few years in your career managing 5 areas: CX Strategy, Improvement & Design, Culture & Accountability, VoC & Intelligence, and Metrics & Analytics.

Customer Journeys 62

Customer Journeys Study Customer Experience Professionals Financial 62

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SEPTEMBER 22, 2022

CX Annuities Solve CX ROI & Tenure Dilemmas Lynn Hunsaker. CX annuities is a phrase I coined to represent massive savings and impressive gains available through a different approach to management of customer, partner, and employee experience. Customer experience management typically revolves around touchpoints : service, personalized marketing, loyalty programs, voice of customer, design and digitalization of journey steps, and management of Detractors, Passives, and Promoters.

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ROI Sports Loyalty Programs Touchpoint 62

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FEBRUARY 1, 2022

Is Adversity Good for Customer Experience & Employee Experience? Lynn Hunsaker. Employee experience has certainly met some hard knocks during the global pandemic. Numerous forces have made it harder to communicate with colleagues, nurture staff members, feel recognized for your hard work and sacrifices, be confident in your job security, and much more.

Employee Experience 71

Employee Experience Customer Experience Leadership Exercises 71

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JANUARY 12, 2022

CEO’s Guide to Growth Through Ease of Business & Ease of Work Lynn Hunsaker. “Customer-centered management is straightforward business sense,” declared the first article 1 in this six-part CEO’s Guide to Growth series. Indeed, this declaration is reinforced by the new Principles of Corporate Governance, overhauled by Business Roundtable in August 2019. 2.

Government 62

Government Net Promoter Score Customer Centricity Analysis 62

ClearAction

SEPTEMBER 19, 2019

Lors de la cérémonie funéraire, il est d’usage qu’un membre de la famille ou un proche prenne quelques minutes pour rendre hommage au défunt, sous la forme d’un éloge funéraire. Riche en émotions, cette oraison peut être difficile à préparer, puis à déclamer le jour même. Pourtant, c’est un moment important de la cérémonie, puisque cela donnera l’occasion à l’auditoire de se rappeler de la vie bien remplie du défunt.

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Consulting Training 62

ClearAction

OCTOBER 19, 2019

Lorsqu’on ne trouve plus les mots pour exprimer sa tristesse et son deuil, il est d’usage de se tourner vers les fleurs, avec leurs couleurs et leurs significations si puissantes. Depuis le rituel des funérailles jusqu’aux bouquets de fleurs envoyés par les proches en témoignage de soutien, les fleurs permettent d’honorer la mémoire du défunt. Reste à savoir quelles fleurs choisir pour un service funéraire.

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Consulting 62

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NOVEMBER 19, 2019

Une épitaphe, c’est un texte inscrit sur une pierre tombale ou un monument funéraire. Il peut s’agir d’un seul mot, d’une phrase ou d’une citation célèbre qui représente bien le défunt. Si celui-ci n’a pas pris le temps de choisir son épitaphe, il est d’usage que la famille ou les proches choisissent le texte à inscrire. C’est un acte délicat, mais nécessaire pour commencer le travail de deuil et honorer la mémoire du défunt.

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Consulting 62

ClearAction

DECEMBER 19, 2019

Lorsque l’un de leurs proches décède, de plus en plus de familles choisissent la crémation plutôt que l’inhumation. Bien que répandue, cette pratique reste encore mystérieuse aux yeux des proches, qui n’osent pas toujours demander ce qu’il se passe au sein d’un crématorium. Pour éclairer les familles et lever les derniers tabous sur cette pratique souvent plus économique qu’un enterrement, nous vous expliquons le déroulement d’une crémation.

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Consulting 62

ClearAction

MAY 27, 2013

Customer-Centricity Goes Beyond Customer Experience Management Lynn Hunsaker. Customer experience management is necessary, yet insufficient. Traditionally, organizations have managed customer experience with a mindset of how the company is doing, in order to grow revenue. Consequently, surveys tend to ask more about the company than about the buyer, and customer programs typically emphasize excitement and urgency for new purchases and positive word-of-mouth.

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Customer Centricity Customer Experience Management Customer Experience Management 77

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AUGUST 24, 2008

Customer Experience Metaphors Offer a Wealth of Insights Lynn Hunsaker. Like radical, man, but everyone tends to talk in metaphors. A picture tells a thousand words, they say. And we all use 5-6 metaphors a minute, according to author Gerald Zeitman in his book How Customers Think. So how much do you know about your customers’ metaphors? The ones they use to describe your brand.

Customer Experience 87

Customer Experience CEM Social Media Leadership 87

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NOVEMBER 13, 2014

Marketing Operations Defined for Wikipedia, Part I Gary Katz. Marketing Operations definition as proposed updated content for Wikipedia, which would include the History of Marketing Operations and Marketing Operations Defined for Wikipedia, Part II. Please comment below to indicate your approval/suggestions. The marketing operations (MO) function has emerged due to the need for a more transparent, efficient, and accountable view of marketing.

Marketing 62

Marketing Study Government Analytics 62

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OCTOBER 20, 2015

Customer Experience for the Future — Key #1: Context is King Lynn Hunsaker. Every job exists thanks to customer funding. As Peter Drucker said, “The customer is the foundation of a business, and keeps it in existence.” And as Dr. Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.

Customer Experience 71

Customer Experience Social Media Effort Score Customer Experience Management 71

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FEBRUARY 27, 2017

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. What’s broken? Just 34% say their VoC program is “good” or “very good” at making changes to the business based on VoC insights.

Voice of Customer 71

Voice of Customer Effort Score ROI Metrics 71

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SEPTEMBER 28, 2015

Marketing Operations Value: 10 Essentials Lynn Hunsaker. Marketing Operations value goes well beyond automation, tech stacks, attribution and cost of customer acquisition. The operational challenges faced by today’s CMOs are broader than this. As Marketing Ops teams expand to meet these needs, value increases in important ways: stature, scalability, strategic impact, and nimbleness.

Marketing 62

Marketing Omni-Channel Resources Policies 62

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AUGUST 23, 2008

When Customers Complain, Make Lemonade Lynn Hunsaker. Negative customer feedback is a lot like biting into a lemon — the bitterness is hard to love — unless you give the lemon a good squeeze and some sugar, and transform it into refreshing and healthy lemonade. You’re only as strong as your weakest link, so those lemons — customer complaints and low survey ratings — are indeed essential ingredients to improving customer experiences.

Competitive Advantage 62

Competitive Advantage Customer Retention Customer Experience Management Leadership 62

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FEBRUARY 27, 2016

5 Ways to Make Marketing More Strategic Lynn Hunsaker. As Marketing departments take a bigger role in customer experience management, a more holistic perspective allows your company rise to the top of the field. Supporting the entire customer lifecycle, for example, is a goal that most Marketing organizations still grapple with. Everyone acknowledges that customer retention is more cost-effective than acquisition, yet Marketing tends to put the majority of its resources in awareness-building and

Marketing 98

Marketing Metrics Connections Customer Retention 98

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FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience Lynn Hunsaker. 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 displaying it. But what are “best practices”? Is anything missing in the most popular methods and templates? And maybe most importantly, what’s next — what do we DO after creating these attractive displays?

Customer Journeys 77

Customer Journeys Customer Experience Customers ROI 77

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MAY 2, 2016

Marketing Maturity Model to Mobilize Mightiness Lynn Hunsaker. Marketing maturity models are falling short in empowering your organization’s mightiness. In sports skills , maturity matters because it puts your game at the top echelon of competition. In human development , maturity matters because it means wisdom, a well-rounded personality, capability for success under a variety of circumstances, and greater satisfaction in relationships.

Marketing 62

Marketing Sports Metrics Social Media 62

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MARCH 27, 2021

Ease of Doing Business: Best Customer Experience Leading Indicator optimizecx. Customers are juggling more than ever before, and companies are realizing a heightened need for ease of doing business: value with minimal hurdles, hassles and worries. Essentially, it’s delivering your brand promise, as promised. Ease of doing business quantifies the extent to which customers are enhanced or constrained by your enterprise.

Customer Experience 77

Customer Experience Metrics Roadmap Advertising 77

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JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. Some aspects of the new definition are obvious: heightened empathy and benevolence, smoother digitalization, stronger security and safety, greater inclusion and diversity. The 2020s decade is clobbering us over the head with the urgent realization of these essentials.

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Tips Customer Experience Net Promoter Score Customer Journeys 77