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Lynn Hunsaker's Blog (19)

Customer Satisfaction Bonus Traps

Why do sales and service representatives feel compelled to tell customers how to answer a survey? Does the company want to know what the customers really think, or is the company trying to build positive publicity by claiming superior ratings?

The answer to the second question exposes the company's cultu… Continue

Added by Lynn Hunsaker on November 17, 2009 at 6:30am — No Comments

The Art of Listening: A Key to Customer-Centricity

Curiosity is the key to great listening skills that improve customer experience. When you're truly curious about your customer's opinions, expectations and requests, you'll find the customer to be more pleasant, interesting and fulfilling to you as well.… Continue

Added by Lynn Hunsaker on October 22, 2009 at 11:23am — No Comments

What's Your Customer Experience Value Quotient?

If value is defined as benefits versus costs, what's your company's customer experience value ratio? Superior value is the objective of customers and marketers alike. And since customers hold the purse strings, marketers are compelled to view value as customers do. In the customer experience value ratio… Continue

Added by Lynn Hunsaker on October 2, 2009 at 11:51am — No Comments

Customer-Focused Culture by Living With Your Customers: A Lesson From Amazon

You never know someone so well as when they live with you! What better way to transform your culture to truly customer-centric ways of thinking and doing, than to invite your customer to attend all your discussions? This has long been a practice at Amazon, since founder… Continue

Added by Lynn Hunsaker on September 1, 2009 at 6:49am — No Comments

Interaction Bridges for Customer Commitments

CLICK HERE FOR TRAINING PODCAST SAMPLE CLICK HERE FOR WEBCAST VERSION For customer experience management (CEM), it’s natural to focus on smoothing interaction difficulties between paying customers and sales and service representatives. Additionally, innumerable interactions for CEM occur inside the company, causing da… Continue

Added by Lynn Hunsaker on May 23, 2009 at 9:39am — No Comments

What IS Customer Experience?!

You probably hear lots of "customer ..." phrases that seem interchangeable. In reality, there are big differences in these terms, although they are related. Customer Experience: customer's journey from realization of a need until the need no longer exists.

… Continue

Added by Lynn Hunsaker on May 8, 2009 at 8:22pm — No Comments

5 Keys to Employee Engagement for Customer Experience

CLICK HERE FOR PODCAST VERSION (4:48)

Lack of cooperation across organizations is a momentum inhibitor for customer experience management (CEM). Among best-in-class CEM practitioners, top cha… Continue

Added by Lynn Hunsaker on April 23, 2009 at 9:00am — No Comments

Improve Customer Experience: Actions Speak Louder Than Words

Actions speak louder than words when it comes to most things in life. Michael Phelps, Britney Spears, Barry Bonds, Martha Stewart and plenty of others learned that the hard way. Customers feel the same. They hear plenty of promises in ads, on signs, and from sales and service people. Ye… Continue

Added by Lynn Hunsaker on March 28, 2009 at 7:53am — No Comments

Systems Thinking is Vital to Customer Experience Business Results

"Do the whole job" is a mantra needed by our companies and society at large. Piecemeal efforts and short-term strategies ultimately lead to finger-in-the-dike management that is rampant today. All of the recent customer experience studies indicate that vital linkages are broken between: - survey results and business results - data and actions - goals across functions and business units - incentives and desired behaviors - multiple voice of customer sources - views of what customers want - brand… Continue

Added by Lynn Hunsaker on March 20, 2009 at 8:40am — No Comments

Measure Customer Value the Customer's Way

Customers automatically use 50 or more metrics for any customer experience, according to author Anthony Ulwick, in his book "What Customers Want". We may be re-inventing the wheel as we strive to come up with customer metrics that spell success. Looking at things from the customer viewpoint we've got to admit that customers really do know what outcomes they want. "It's easy to portray customers as emotional, illogical indiv… Continue

Added by Lynn Hunsaker on February 17, 2009 at 9:20pm — No Comments

4 Tips for Keeping Goals & Initiatives on Track: Part 1

Goals are essential for taking your personal life and business prosperity to higher levels of performance, satisfaction and success. All too often, best intentions can get derailed over time. Here are 4 basic principles that apply to any resolution, initiative, program, dashboard, or MBO (management by objectives; incentives or stretch goals): 1. Connected - make sure you’re focusing on things with strong co… Continue

Added by Lynn Hunsaker on January 17, 2009 at 8:09am — No Comments

Customer Service: 'Wow' Versus 'Ow'

What's the difference between 'wow' and 'ow' (as in 'ouch') service? Willingness to check for understanding. It's doing the whole job, with the customer sensing your overriding wish for his or her well-being. When you check for understanding, the customer’s woes dissolve, they appreciate your wisdom, and they deem your company worthy of wonderful word-of-mouth. Check Your Understanding of the Customer's Plight By the time customers contact a service professional, they've typica… Continue

Added by Lynn Hunsaker on December 2, 2008 at 8:22am — No Comments

Customer Experience in a Down Economy

As economic cycles change, customer experience strategies must adapt to evolving customer expectations, competitive forces and financial realities. To offer timely advice on customer experience strategies, a group of 18 experts contributed to a free public… Continue

Added by Lynn Hunsaker on November 26, 2008 at 3:30pm — No Comments

Customer Experience - What is it?

The term customer experience has a wide array of interpretations. For some people it revolves around shopping or website navigation. For others it's about ease of use as the customer interfaces with the product or service they purchased. For some, it's about technical and customer service. And still others view it as creating affinity through unique events, communities, and promotions. The big question is: how do your customers define customer experience? Customer experience managment… Continue

Added by Lynn Hunsaker on November 1, 2008 at 1:06pm — No Comments

Customer Satisfaction Cliffhangers

Customers are typically motivated to give companies feedback by hopes that their opinions will be valued, make a difference in their near-future experiences, or spare others any grief they've endured. Anytime customers share feedback -- whether solicited via survey or unsolicited via complaint or casual comments to front-line employees -- it's important to acknowledge the customers' view and thank them, with assurance you're working on solutions. Don't let them feel like they're hanging on a cli… Continue

Added by Lynn Hunsaker on October 23, 2008 at 10:55am — No Comments

Stepping Into Your Customers' Shoes

If we could 'be a fly on the wall' observing customers' experiences what a treasure trove of wisdom we'd have! Surveys, user groups and advisory boards are common tools for understanding customers -- but what is their scope? Do we have a comprehensive suite of tools for stepping into our customers' shoes? Customer Experience Scope We often short-change our perspective of the customer experience. A panoramic view of the customer's pressures, delights, wishes, and circumstances e… Continue

Added by Lynn Hunsaker on October 16, 2008 at 8:30am — No Comments

CEM's Weakest Link: 3 Tips for Managing Brand Value

You’re only as strong as your weakest link. You may be gambling your brand equity if the weakest links leading to the end-customer’s experience aren’t managed. Have you analyzed your business processes in terms of customer touchpoint value chains, to identify reliability risks and strengthen your weakest links? Here are three tips for managing your brand value: 1) What is Your Brand Value Chain? It’s common to think of customer touchpoints as finite contacts between front-line employees and cus… Continue

Added by Lynn Hunsaker on September 25, 2008 at 6:20pm — No Comments

Predictive Metrics

Announcing my 3 upcoming public presentations on predictive metric metrics & dashboards: Monday, September 8, 2008 -- 5:30-7pm at Adobe Systems in downtown San Jose, CA Accessible Dashboards & Recognition South Bay Organizational Development Network, www.sbodn.org Speakers: Lynn Hunsaker, Customer Experience Optimization Straegist at ClearAction LLC Surinder Bedi, VP-Quality & Customer Satisfaction at SunPower Corp. Thursday, September 11, 2008 -- 11:45am - 1:15pm at Pangea Restaur… Continue

Added by Lynn Hunsaker on August 27, 2008 at 7:32am — No Comments

Customer Experience Optimization - Delivering Your Brand Promise

See the RSS feed on my profile, or subscribe to http://clearaction.biz/blog! Your comments are welcomed! -Lynn Continue

Added by Lynn Hunsaker on August 26, 2008 at 1:00pm — No Comments

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