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

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At 2:14pm on June 12, 2009, Lekan Badejo said…
Customer experience management is relatively not known here in My country (Nigeria).But for some multinationals in the bankingand telecoms industry,I need to know hw does one create a road map for organisations?is there any generic methodology?and above all how can one creat an executive buy in?
here is my linkedin status:
At 1:25pm on May 8, 2009, Lynn Hunsaker said…
Customer Experience Resources - mark your faves & tweet!
At 6:56pm on March 26, 2009, Lynn Hunsaker said…
Employee Engagement -- Customer Engagement -- Customer Data = new layout of my website: Customer Experience (
At 11:35am on February 20, 2009, MICHAEL- ROHIT-SANYAL said…
Glad to connect with You
At 9:47pm on September 25, 2008, Lynn Hunsaker said…
I just published my 1st ebook: Metrics You Can Manage For Success ( and launched my podcast training series: Customer Relationship Skill-Building ( Free sample ebook and sample podcast!

Profile Information

Company Name:
Business services/Consulting
Job Title:
Customer Experience Improvement Strategist
Company Website:
Do you have a LinkedIn or other networking site profile you would like to link to?
My professional experience, goals, and specialties are:
- Create a seamless experience across points that touch a customer.
- Design/improve processes for hassle prevention & superior experiences.
- Listen to the right customers in the right ways.
- Ensure all your employees do their part to deliver your brand promises.
- Establish criteria for customer-facing employees’ tactical decisions.
- Assess voice of the customer relative to the full customer experience.
- Innovate for a differentiated end-to-end customer experience.
- Reinforce customer behavior that builds profitability.

eHandbooks & Resources for Customer Experience Improvement:

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

eHandbooks by ClearAction
Customer Experience Innovation Improve Customer Experience KPI
"This ebook should be saved on every marketer's desktop!"
- John Todor, author of Addicted Customers & Winning Mindshare

Lynn Hunsaker's Blog

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.

Customer Experience Management Collaboration

Companies with managers (of their top five…


Posted on January 29, 2012 at 10:05am

Customer Value Creation

Customer Value Creation Value creation is perhaps the single most important aspect of any executive's job. As such, crystal clarity on what it is and how it's done should certainly be top of mind. Shareholder value is fueled by customer value; shareholders leave when customers leave, not the other way around.… Continue

Posted on August 23, 2011 at 3:47pm

Customer Centric Sales & Service Policies: Survival of the Kindest

Survival of the kindest may be a novel concept, but there's new scientific evidence that humans are genetically wired to be kind. The more generous we are, the more respect and influence we wield. For example, think of Zappos and LL Bean: for their customer-centric sales and service policies, they've earned widespread admiration among customers, as well as among… Continue

Posted on December 2, 2010 at 10:19am

Customer Experience Management is Uncommon Sense

customer experience best practices “Just talk to your customers” was the resounding answer to: “What’s the best way to learn best practices for customer experience management?” — a question I posted on several business-focused social media sites. Yet less than 60% of companies have a formal voice of the customer program.1 Why? Because we often assume we already know what customers think, or what they “should” think. Somehow it seems straightforward to…


Posted on November 16, 2010 at 12:27am

Defining Customer Experience Management

Customer Care … Customer Relationship Management … Customer Experience — what’s the difference?

All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government).…


Posted on October 13, 2010 at 10:27am


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