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 blog posts
Dec 15, 2013
Lynn Hunsaker posted a status
"How SunTrust shows every employee their role in making Clients 1st http://ClearAction.biz/customer-exp-suntrust"
Aug 6, 2013
Lynn Hunsaker posted a status
"How Adobe uses 'undercover boss' idea for all employees to empathize w/customers http://ClearAction.biz/customer-experience-adobe …"
Aug 6, 2013
Lynn Hunsaker posted a blog post

Employee Engagement in Customer-Centric Strategy

How do you know whether your corporate strategy is customer-centric? The word "centric" means having a specific thing as the focus of attention and efforts. Customer-centric means that concerns other than the customer’s well-being are in the background while the customer stays in the…See More
Feb 23, 2013
Lynn Hunsaker posted a blog post

Customer Experience Management is About Employee Engagement, Not Technology

You're a customer, so you're a perfect judge of logic when it comes to the ways companies are trying to get ahead with customers. First of all, let's face it: when you buy something you want it to be easy to get, function flawlessly, and allow you to move forward in your life or business. That encapsulates what customer experience management is all about: companies that can make it easier and nicer to get what you need in…See More
Feb 12, 2013
Lynn Hunsaker posted a blog post

Focusing on People in B2B Customer Experience Strategy

"Businesses are made up of people, and people have emotions." This focus on people has guided the customer experience strategy of industrial freight provider Maersk Line and many other business-to-business companies. Rene Bomholt, former head of customer experience at Maersk Line, shared these stories for the 3rd Annual ClearAction Business-to-Business Customer Experience…See More
Jan 18, 2013
Lynn Hunsaker posted a status
"New report: 45% of B2B firms use Customer Experience metrics in individual performance reviews http://bit.ly/VLRJfe"
Jan 15, 2013
Lynn Hunsaker posted a status
""Insights to Our Customers' World" live interview with Q&A http://tinyurl.com/cem-show - Sungard CCO talk show. Today 12pm ET & recorded"
Dec 4, 2012
Lynn Hunsaker was featured
May 1, 2012
Lynn Hunsaker posted a status
"Putting customers 1st: if not you, who? How TELUS engaged 350+ execs in customer advocacy 5/2 talk show & recorded http://linkd.in/Ig2IGp"
Apr 30, 2012
Lynn Hunsaker posted a blog post

Payoff for Coordinating Customer Experience Management

Connect your customer experience management efforts across the company, and enjoy exponential benefits, according to the 2011 Business-to-Business Customer Experience Management Benchmarking Study.Companies with managers (of their top five methods to achieve CEM goals) who…See More
Jan 29, 2012
Lynn Hunsaker was featured
May 13, 2011

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
Do you want to be placed on our bi-weekly email list.
No

Resources Engaging Employees in Customer Experience Management

ClearAction means unique vision and rapid results for Customer Experience Management.




eHandbooks by ClearAction
Customer Experience Innovation Improve Customer Experience KPI
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- John Todor, author of Addicted Customers & Winning Mindshare

Lynn Hunsaker's Blog

Customer-Focus Immersion for All Employees

customer focus Customer experience can be brought to life through an Undercover Boss approach to rolling up your sleeves and walking in others' shoes. Each of us who has seen the Undercover 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… Continue

Posted on December 15, 2013 at 5:57pm

Customer Experience Jenga

customer experience strategy Do we manage customer experience strategy like playing Jenga? (Jenga is the game with a stack of blocks where players take turns to remove one and balance it on top.) The game is supposed to start with a robust foundation, and in the quest to rise to new heights, holes are made to re-allocate resources, weakening the structure until it topples over.



In managing customer… Continue

Posted on December 15, 2013 at 4:20pm

Employee Engagement in Customer-Centric Strategy

How do you know whether your corporate strategy is customer-centric? The word "centric" means having a specific thing as the focus of attention and efforts. Customer-centric means that concerns other than the customer’s well-being are in the background while the customer stays in the…

Continue

Posted on February 23, 2013 at 7:00pm

Customer Experience Management is About Employee Engagement, Not Technology

MarketingTechnology You're a customer, so you're a perfect judge of logic when it comes to the ways companies are trying to get ahead with customers. First of all, let's face it: when you buy something you want it to be easy to get, function flawlessly, and allow you to move forward in your life or business. That encapsulates what customer experience management is all about: companies that can make it easier and nicer to get what you…

Continue

Posted on February 12, 2013 at 6:30pm

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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580 Videos Related to Employee Engagement

Click on this eBook listing over 580 videos available on the network. When you open the document up online you can click on the title to go directly to the video. Happy and engaged viewing.

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