The Employee Engagement Network

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Lynn Hunsaker
  • Sunnyvale, CA
  • United States
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Customer Experience Optimization

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Latest Activity

Lynn Hunsaker posted a blog post

Everybody Has a Customer

Is there any job that doesn’t have a customer? If you work directly with paying customers, you obviously impact customer experience.If you don’t work directly with paying customers: (1) Eventually, the job you do ripples to those employees who do work directly with customers — don’t drop the baton! (2) Inside your company, the job you do has internal customers — figure out how to make their experience excellent!What everyone in a company does can be reduced to one of two functions: to serve the…See More
6 hours ago
Lynn Hunsaker posted a blog post

Customer Experience Management Means Doing the Whole Job

Whether you’ve got external or internal customers, they expect you to ‘do the whole job’! Show that you care about your customer … after all, if your customer decides he or she no longer needs you, you may be out of a job. To do the whole job in customer experience management, go beyond lip-service, anticipate customer expectations, carry the ball, and double-check the customer’s perspective.Customer Care Beyond Lip-Service It’s easy enough to talk about …See More
Saturday
Lynn Hunsaker posted a blog post

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 Jeff Bezos once started an executive meeting by announcing that an empty chair at the table represented “the customer”. Throughout the meeting, the executives were compelled to include the customer in their thought process, and…See More
Sep 17
Lynn Hunsaker was featured
Sep 11
Lynn Hunsaker posted a blog post

Energize Your Customer Experience Strategy

For holistic customer experience management, the challenge is horizontal alignment to deliver intentional customer experiences. And to design intentional customer experiences, the company has to decide that experiences are a differentiating factor competitively. In my interview with Desirree Madison-Biggs, Director of Customer Insight and Measurement at Symantec, we discussed the keys to horizontal alignment, and what it takes to energize your customer experience strategy as a long-term journey…See More
Sep 10
Lynn Hunsaker posted a blog post

Customer Centric Leadership

Customer-centricity is about priorities. The key is to clearly state your priorities to executives, employees and affiliates. Then reinforce these priorities in daily decision-making criteria and rituals such as annual operating plans, operations reviews, staff meeting agendas, recognition and incentives, performance reviews, etc. Johnson & Johnson has an excellent way of communicating their …See More
Aug 30
Simon Shiri commented on Lynn Hunsaker's blog post Customer-Centricity is Controversial
"Thanks Lynn for sharing your views on this important discourse. There is often contention in the shareholder and customer value discourse for many businesses, whereby shareholder value is attributed a higher priority consistent with strategic…"
Aug 27
Lynn Hunsaker posted a blog post

Customer Experience Strategy is Uncommon

What is customer experience strategy? A set of tactics or a program is often labeled "strategy", but let's not be fooled by semantics. In Strategy: An Executive's Definition, an article by Booz Allen Hamilton, "strategy" is described as a shared definition among executives when they are creating, communicating, and implementing their choices on where to play and how to win, to maximize long-term…See More
Aug 24
Lynn Hunsaker posted a blog post

Customer-Centricity is Controversial

Customer-centricity is controversial. Ask 10 people what it means and whether it's good, and you might get 10 different answers. For example:We ARE customer-centric! … because we have exciting customer engagement programs.Customer-centric culture is essential for getting full value from our …See More
Aug 21
Lynn Hunsaker posted a blog post

Customers First, or Employees First?

Are customers or employees the number one priority of management’s decision-making hierarchy? … Or perhaps investors trump all? These questions may be in the consciousness of most customer experience practitioners. The title of this recently published book Employees First, Customers Second emphasized this stakeholder hierarchy notion. The book chronicles the CEO’s efforts at HCL Technologies to…See More
Aug 18
Lynn Hunsaker posted a blog post

Customer Experience Intelligence Inspires Innovation

Customer intelligence is a source of insight and inspiration for innovation in marketing and loyalty programs, as well as operational efficiency and effectiveness.What is UN-intelligent is the unhealthy tension caused by different interpretations of "customer intelligence" and "customer experience" that creates a battleground between marketers and voice-of-the-customer managers. To do best by customers, as well as shareholder value and employee morale, intelligent management of customer…See More
Aug 15
Lynn Hunsaker posted a blog post

Customer Experience Undercover Boss for All Employees

Customer experience can be brought to life through anUndercover Boss approach to rolling up your sleeves and walking in others' shoes. Each of us who has seen theUndercover Boss TV show has likely marveled at how eye-opening it was for a company' s top executive to try out various front-line and behind-the-scenes jobs — as a result, the executive typically makes sweeping changes to improve the employee experience. And this concept can also be applied to any employee to explore and improve the…See More
Aug 12
Lynn Hunsaker posted a blog post

Customer Experience Improvement is a Team Sport

A company is a team, funded by customers. A company is expected by customers to operate as "one". Nobody likes to hear evidence that the company is not a real team: "That's handled by X" or "We don't have access to Y". And even worse, recurrence of an issue that customers have already voiced is evidence of disrespect of their precious time and funding.This is why cross-functional collaboration in acting on voice-of-the-customer (VoC) is paramount to achieving customer experience ROI (CX ROI).…See More
Aug 9
Lynn Hunsaker posted a blog post

Recognize Employees for Improving Customer Experience

Humans, as well as all living things, align their behaviors with the rewards in their environment. For example, only 42% of companies agree that they can do what is right for customers despite the pressure to make current-period financial numbers. Interestingly, the same number of companies are actually using customer metrics to evaluate organizational performance.1 To engage executives and employees in customer experience management, walk the talk, and put your money where your mouth is.Most…See More
Aug 3
Lynn Hunsaker posted a blog post

Voice of Customer for All Employees

Present voice of the customer to all employees, and you will be more likely to reap financial benefits and manage customer experience holistically, according to the 2011 Business-to-Business Customer Experience Management Benchmarking Study.Although only a third of companies are presenting customer feedback to all employees, those…See More
Jul 27
Lynn Hunsaker posted blog posts
Dec 15, 2013

Profile Information

Who are you?
Lynn specializes in helping organizations improve customer-centric culture, customer data ROI, and cross-organizational engagement to deliver brand promises. She has rich hybrid skills and executive experience in marketing & market research, process improvement & quality, organizational development & change management, and leadership & teaching. She managed customer experience programs for more than half of her career, and her executive roles include Head of Corporate Quality, Director of Marketing & Business Development, Manager of Voice of the Customer, Manager of Customer Services, Manager of Strategic Information, and Market Research Manager. She has worked with Accountants Inc, Adecco, Anritsu, Applied Materials, Cadence, Deltek, FormFactor, Hospira, Merck, MicroWarehouse, Sonoco, SunPower, and many other companies.
What is your interest or involvement in employee engagement?
Improving customer-centricity, company-wide involvement in customer experience management
Define employee engagement in your own words.
Engagement is dedicating energy to a cause ... as an employee, it's dedicating energy to the company's cause ... which is to serve customer needs better than anyone else. So employee engagement is always best when it's pursued within the context of customer experience excellence.
Website - Twitter - Facebook Address
http://www.ClearActionCX.com
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Resources Engaging Employees in Customer Experience Management

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Lynn Hunsaker's Blog

Everybody Has a Customer

Is there any job that doesn’t have a customer? If you work directly with paying customers, you obviously impact customer experience.

If you don’t work directly with paying customers:

(1) Eventually, the job you do ripples to those employees who do work directly with customers — don’t drop the baton!

(2) Inside your company, the job you do has internal customers — figure out how to make their experience excellent!

What everyone in a company does…

Continue

Posted on September 23, 2014 at 3:00pm

Customer Experience Management Means Doing the Whole Job

Whether you’ve got external or internal customers, they expect you to ‘do the whole job’! Show that you care about your customer … after all, if your customer decides he or she no longer needs you, you may be out of a job. To do the whole job in customer experience management, go beyond lip-service, anticipate customer expectations, carry the ball, and double-check the customer’s perspective.

Customer Care Beyond Lip-Service

It’s easy enough to talk about …

Continue

Posted on September 20, 2014 at 3:00pm

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 Jeff Bezos once started an executive meeting by announcing that an empty chair at the table represented “the customer”. Throughout the meeting, the executives were compelled to include the customer in their thought process,…

Continue

Posted on September 17, 2014 at 7:00pm

Energize Your Customer Experience Strategy

For holistic customer experience management, the challenge is horizontal alignment to deliver intentional customer experiences. And to design intentional customer experiences, the company has to decide that experiences are a differentiating factor competitively. In my interview with Desirree Madison-Biggs, Director of Customer Insight and Measurement at Symantec, we discussed the keys to horizontal alignment, and what it takes to energize your customer experience strategy as a long-term…

Continue

Posted on September 10, 2014 at 10:30pm

Comment Wall (4 comments)

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At 8:36am on January 11, 2010, David Zinger said…
Lynn,

Happy birthday and have a wonderful day and a great 2010. I appreciate all of your activity on the network and thank you for being a part of this. Take care and carry on caring.

David
At 7:17am on October 10, 2009, Peter Hart said…
Hi Lynn! Welcome to our Group! You may also want to check out http://www.employeerecognitioncommunity.com which is dedicated solely to employee recognitio. All the best, peter
At 5:50pm on October 9, 2009, Terrence Seamon said…
Hi Lynn,
Welcome to the Manager Tools group. I look forward to learning from you about ways managers can impact the customer's experience via employee engagement.
Terry
At 3:52pm on October 9, 2009, Lynn Hunsaker said…
Customer Experience Management Resources - mark your faves, comment, forward & tweet!
- twibes.com/groups/customer-experience
- twitter.com/clearaction
- facebook/dj/customerexperience
- customer.ology.com
- clearaction.biz/blog
- customerexperience.vox.com
- brighttalk.com/channels/2107/view
- blogtalkradio.com/customerexperience
- slideshare.net/clearaction
- clearaction.podomatic.com
 
 
 

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