Lynn Hunsaker, CCXP, is Chief Customer Officer of ClearAction Continuum where she co-founded its flagship ClearAction Value Exchange as a 24×7 mentor for marketing and CX roles to bridge silos. Lynn’s positions at Applied Materials included Director of Marketing, Head of Global Quality, Customer Satisfaction Improvement Manager, and Voice of the Customer Manager. Lynn started her CX career as Strategic Information Manager in Sonoco Products’ strategic planning department. She is past president of Silicon Valley American Marketing Association and Bay Area Association for Psychological Type. She serves on the Board of Directors for CXPA and is a top author on CustomerThink.com where she is one of five Hall of Fame award recipients.
Lynn begins our conversation by sharing how Customer Experience has always existed in reality and how it has come to be instrumental for business success.
She explains the importance of engaging and empowering all employees – especially those NOT working directly with customers – benefits not only the external customer experience but the internal experience as well.
Lynn discusses using key driver analysis and customer feedback to get to the root cause of customer frustration, not simply the symptoms of the issue.
She stresses using a single page strategy and the customers own words to share internally to drive employee motivation to improve the customer experience.
You can connect with and learn more about Lynn here…