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About Lynn Hunsaker
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Blog postEase of Doing Business: Best Customer Experience Leading Indicator Lynn Hunsaker
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. Ease-of-doing-business measures value: benefits versus [...] -
Blog postEase of Doing Business: Best Customer Experience Leading Indicator Lynn Hunsaker
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. Ease-of-doing-business measures value: benefits versus [...] -
Blog post21 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. Yet they're not [...]
The post 21 Tips for 2021 Cus -
Blog post21 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. Yet they're not [...]
The post 21 Tips for 2021 Cus -
Blog postIntentional Customer Experience as North Star for 2021 Lynn Hunsaker
In a time when customer attitudes and behaviors are shifting and evolving rapidly, companies are finding customer intelligence uses — across all functions enterprise-wide — to be vital to survival. Along with widespread thirst for customer insights is the heightened realization that mis-alignment to customers is wasteful and precarious. The best way to be nimble [...]
The post Intentional Customer Experience -
Blog postIntentional Customer Experience as North Star for 2021 Lynn Hunsaker
In a time when customer attitudes and behaviors are shifting and evolving rapidly, companies are finding customer intelligence uses — across all functions enterprise-wide — to be vital to survival. Along with widespread thirst for customer insights is the heightened realization that mis-alignment to customers is wasteful and precarious. The best way to be nimble [...]
The post Intentional Customer Experience -
Blog post6 Digital Experience Mission-Critical Trends Lynn Hunsaker
Digital experience in today’s 24/7 global world spans all industries — any organization where there is a need to integrate processes, data flows and business protocols to empower employees and customers to be happier and more productive. Digital natives — anyone whose childhood was filled with digital technology — have joined the workforce: they represent [...]
The post 6 Digital Experience Mission-Critical Trends appe -
Blog post6 Digital Experience Mission-Critical Trends Lynn Hunsaker
Digital experience in today’s 24/7 global world spans all industries — any organization where there is a need to integrate processes, data flows and business protocols to empower employees and customers to be happier and more productive. Digital natives — anyone whose childhood was filled with digital technology — have joined the workforce: they represent [...]
The post 6 Digital Experience Mission-Critical Trends appe -
Blog postWhy 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. So why is it [...]
The post Why Only 15% of Voice of Customer Pro -
Blog postWhy 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. So why is it [...]
The post Why Only 15% of Voice of Customer Pro -
Blog postMarketing 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. In marketing, maturity [...]
The post Mar -
Blog postMarketing 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. In marketing, maturity [...]
The post Mar -
Blog post5 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 [...]
The post 5 Ways to Make Marketing More -
Blog post5 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 [...]
The post 5 Ways to Make Marketing More -
Blog postMarketing 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.
If you think Marketing Operations is one-dimensional, think again! By any name — marketing trans -
Blog postMarketing 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.
If you think Marketing Operations is one-dimensional, think again! By any name — marketing trans -
Blog postJourney 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 [...]
The post Journey Mapping: Focus on the Customers’ Experience appear -
Blog postJourney 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 [...]
The post Journey Mapping: Focus on the Customers’ Experience appear -
Blog postWhen 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 [...]
The post When Customers Complain, Make Lemonade appeared first on Experience Leadership.
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Blog postWhen 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 [...]
The post When Customers Complain, Make Lemonade appeared first on Experience Leadership.
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