Podcast appearances and mentions of lynn hunsaker

In this exciting episode of the CX Goalkeeper Podcast, we dive deep into breaking silos and fostering cross-departmental collaboration for improved customer experience (CX). Our guest, Lynn Hunsaker, brings over three decades of expertise in CX and shares her proven methods for transforming business outcomes. From leadership strategies to increasing employee motivation and driving customer-centric results, Lynn's insights are game-changers for any organization looking to excel in CX and boost revenue. Don't miss out on these actionable tips that can reshape how you lead your CX initiatives!About the GuestLynn Hunsaker built CX maturity via customer experience, strategic planning, quality, and marketing roles at Applied Materials and Sonoco. She served as an international board member of the Customer Experience Professionals Association, award-winning Silicon Valley American Marketing Association president, and two-term president of the San Francisco Bay Area Association for Psychological Type. Lynn taught 25 graduate and undergraduate courses at UC Berkeley UC Santa Cruz Extensions, San Jose State University, and Mission College. She was the first in the world to receive CXPA's authorized trainer status for an online certification exam course. Customer experience professionals in 50+ countries benefit from her self-paced e-consulting: Masterminds, Value Exchange, and more. Relevant Linkshttps://ClearAction.com https://LinkedIn.com/in/lynnhunsaker https://Twitter.com/clearactionThe Top 3 Key LearningsCX is a Team Sport: Every department impacts customer experience, whether directly or indirectly. Leadership must ensure that all teams are aligned toward customer success.Motivation Through Value: Employees must see how their work directly impacts the customer and the company's bottom line. Aligning rewards with customer-focused outcomes creates long-term motivation.Collaboration is Key: Breaking down silos and encouraging cross-departmental teamwork is essential to delivering seamless CX and improving overall business performance.Chapters00:00 Introduction and Guest Presentation 03:05 Values Driving Lynn's Professional Life 04:16 Breaking Silos in CX Initiatives 06:27 Strategies for Cross-Departmental Collaboration 08:10 Increasing Motivation and Nurturing Collaboration 11:29 Building Universality in Projects 14:58 Tying CX to Business Key Performance Indicators 18:20 Counseling and Support for Employees 23:11 Organizational Learning and DebriefingFollow the podcast, rate, and review it. ...and enjoy the discussions: Apple Podcast: https://apple.co/3qYr4nh Spotify: https://bit.ly/3GhCGXeCXGK CX Goalkeeper Podcast: https://www.cxgoalkeeper.com/Podcast

Send us a textEnhance your listening experience with our detailed show notes, featuring bonus resources, additional insights and takeaways from this episode.Discover a simple yet powerful metric called the Value Quotient to measure and improve customer & employee experiences, leading to tangible business growth. Timestamps:[00:00] Intro[07:15] Debunking Employee & Customer Experience myth[16:23] CX & EX mistakes to avoid[39:38] The Value Quotient

In this episode we spoke with Lynn Hunsaker, Chief Customer Officer at ClearAction Continuum. Lynn discussed the concept of Customer Inspired Growth and how businesses can grow 8x more by leading with this approach.  During our chat, Lynn explained how companies can use CX insights more effectively to guide the growth of their  business and how to engage their leadership team to invest in this approach. 

In this episode, we chat with Lynn Hunsaker - author of Innovating Superior Customer Experience - about how customer centricity can be a motor of innovation – and how understanding the customer's needs, wants, and preferences will pave the way for businesses to flourish.Watch this episode on YouTube: https://www.youtube.com/watch?v=QqZKIBUW8LkTranscript: https://www.intercom.com/blog/videos/cx-strategist-lynn-hunsaker-on-putting-the-customer-at-the-heart-of-innovation/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Lynn Hunsaker, the Chief Customer Officer at ClearAction Continuum, joins Clare Muscutt on the Inspiring Women in CX podcast to talk about her route into CX, overcoming shyness and allowing herself the permission to speak, the power of community and networking (getting out what you put in), and the operational and execution silos that exist within our organisations.   Listen in to the full episode as Lynn talks about…

Lynn Hunsaker is 1 of 5 CustomerThink Hall of Fame authors. She led customer experience & marketing at Applied Materials & Sonoco. She served as CXPA board member & SVAMA president. She taught at UC Berkeley Ext, Mission College, UCSC Ext, SJSU for 7 years. Lynn authored 6 benchmarking studies & 3 CXM handbooks. She is a CXPA Recognized Training Provider with CCXP students from 50+ countries. Lynn co-founded the Experience Value Exchange experience leadership e-learning subscription for marketing, CS & CX teams' daily use.

In the race to over-deliver on customer expectations, CX leaders have double-downed on social media engagement. Being where your customers communicating is a sound strategy, but it relies on an important element in the brand-customer relationship... trust. What is social trust and why is it possibly the most important metric right now?Join Lynn and Terrence as they discuss the latest shifts and trends in building social trust with consumers, and highlight some of the shining examples in CX relationship building.To find out more, check out these links:Website: https://www.iadvize.com/cx-series​Terrence's LinkedIn: https://www.linkedin.com/in/terrencefox/​iAdvize's LinkedIn: https://www.linkedin.com/company/iadv...​Facebook: https://www.facebook.com/iAdvize.worl...​Instagram: https://www.instagram.com/iadvize/?hl=enTwitter: https://twitter.com/iadvize​Twitch: https://www.twitch.tv/iAdviZe​

Positive Disruption in Customer Experience In this interview, we engage in a deep conversation with Lynn Hunsaker (Chief Customer Officer, ClearAction Continuum) about the world of customer experience (CX). Drawing on her many years of expertise in the field, Lynn shares her thoughts with us regarding what has changed in the CX landscape, what potential and untapped opportunities there are, as well as her recommendations about what CX professionals and practitioners need to do in order to adapt to rapidly changing dynamics.Topics discussed in this episode: How organizational agility, “being nimble”, is the key to full performance. [2:42 | 4:57]Lynn’s advice to fellow CX practitioners who are working with limited resources. [11:00]Re-segmenting customers by their expectations instead of their roles provides real value and meaning to every functional areas in the company. [19:09]The future: when brands shall become more Human to Human (H2H). [25:26]How being seamless in our mindset is a super key for the new normal. [28:02]Resources & links mentioned in this episode:Lynn Hunsaker on LinkedInClearAction ContinuumCustomer Experience Professionals Association (CXPA)TranscriptSPEAKERSChristian Klepp, Lynn HunsakerChristian Klepp  0:08 Hi, and welcome to the B2B Marketers on a Mission podcast. I'm your host Christian Klepp, and one of the founders of EINBLICK Consulting. Our goal is to share inspirational stories, tips and insights from B2B marketers, digital entrepreneurs, and industry experts that will help you to think differently, succeed and scale your business.Hi, everybody, and welcome to this episode of the B2B Marketers on a Mission podcast. I'm your host Christian Klepp. And today I'm super excited to have a guest on the show from beautiful San Francisco, who is also a sought after expert in the field of Customer Experience (CX). Lynn Hunsaker. Lynn, welcome to the show.Lynn Hunsaker  0:47 Thanks, Christian. It's a pleasure to be here.Christian Klepp  0:50 Yeah, great. Lynn, It's really like fantastic to finally reconnect with you since we last met in May 2019 at the CXPA event here in Toronto. Back then when we were still doing, live and in person events, and during that event, you spoke at length about an interesting topic, and that was creating a CX movement within organizations. So definitely excited to have you on the show.Lynn Hunsaker  1:17 Absolutely. My favorite topic.Christian Klepp  1:20 All right, well, why don't we get started? And can you please tell us a little bit about yourself and what you do?Lynn Hunsaker  1:25 Sure. My company is ClearAction Continuum, and it's based on my long experience in customer experience management as well as marketing. I am past president of the Silicon Valley American Marketing Association, and I teach marketing operations at UC Santa Cruz extension right now. It's actually marketing ops 2.0, which is not your run of the mill marketing ops. It's actually focused on organizational adoption and accountability for marketing, as well as customer intelligence which brings in the customer experience angle. And I got my start as the voice of the customer manager in 1991. In a company wide effort at Sunoco products where I was reporting into the strategic planning group, so long history there.Christian Klepp  2:15 Wow, that is quite an incredible background you've got there and you've undoubtedly gained so much in terms of experience and built up the quite the network over the years from the different roles and responsibilities that you've had. All right. And so tell me when like, what are you working on these days that… I mean, you're clearly a very passionate person. But what is that one particular project you're working on at the moment that's gotten you really like excited and motivated?Lynn Hunsaker  2:42 Well, we talked to a number of companies a while back, mostly directors and VPs of marketing, about the types of things that were holding them back fr...

SMASHING SILOS

In this episode of the CX Show, we speak with Lynn Hunsaker, Chief Customer Officer at ClearAction Continuum, about organizational changes that need to take place before a change can be made to the customer experience.

What thinking goes into creating an amazing customer experience? Shep Hyken speaks with Lynn Hunsaker, who talks about a mistake that companies typically make in this process. First Up: Shep’s opening monologue takes a look at two companies that truly understand the customer experience. First is Olark, a live chat software company, that chose not to hire a person dedicated to handling customer service. Instead they rotated the job among the four partners. This allowed each of the founders to not only learn how to answer questions and deal with problems, but to also find out what customers were actually experiencing when they used their products. At the second company, Anheuser-Busch, in what could be an early version of Undercover Boss, executives were required to ride with the route salesmen in their beer trucks. As a result, these executives received first-hand knowledge of the customer experience. Featured Interview: Shep interviews Lynn Hunsaker who says that in Silicon Valley the danger exists to think that a concept like innovation can take precedence. Many companies in her area think, “What is the next new mouse trap that we can create?” The concept of attempting to retain existing customers rather that to attain new ones seems a bit foreign to them. So Lynn wrote the book "Innovating Superior Customer Experience," to find a common ground with her peers in Silicon Valley. She discovered that everybody in the organization should have a role in being creative and in making suggestions for customer experience innovations. In Silicon Valley, Adobe gives us an example of such a company. Anybody at Adobe can make a suggestion, have it presented to a peer review board, and fast track their ideas into reality. Everybody at Adobe can have a stake in setting the customer experience. Many companies, to help them manage their customer experience, create customer personas. Lynn tells us there is a much simpler and easier process: just look at the ultimate aims and sets of expectations across those many customer personas. Once you truly understand your customers, through the use of personas or otherwise, you are better able to market to them. Customer service and customer experience are the new marketing. And when you understand who your competitors are, not just your direct competitors, you can begin to craft a better experience for your customers. When you examine the customer experience, realize that the time and effort customers expend as well as the stress they experience is a huge part of why customers churn. When you are thinking of customer experience improvement, you should be aiming to minimize the occurrence of these issues. We ask ourselves, how do we engage our employees to make the customer’s plight better? For example, how can we simplify something for a customer? When you are thinking about engaging customers, think first about earning their trust. If you focus on earning their trust, they will engage. But if you focus on engaging them just for the sake of engagement, that effect might be short-lived. Take for example, loyalty programs. In addition to your own loyalty program, your customers may also be subscribers in all of your competitors’ loyalty programs, thus defeating the purpose of your program. Many loyalty programs are simply marketing programs. Ask yourself, would a customer still do business with you if you eliminated your loyalty program? Have we been able to earn their trust? That is how good you need to be! And if you have a loyalty program, use it to thank the people who continue to do business with you. Certainly do not offer even better deals to first-time buyers. Otherwise you will certainly offend your loyal customers! Learn more about your ad choices. Visit megaphone.fm/adchoices

Lynn Hunsaker is runs a consultancy called Clearaction.biz where  she helps organizations build enterprise-wide customer-centricity and ownership of customer experience innovation to live the brand promise and maximize customer profitability. Lynn shares with us insights she has gained over the last 20 years of being an expert in customer experience and highlights some best practices of how we can develop customer centric behaviours. As a well known thought leader in the customer experience space, I felt humbled to have Lynn on the show. Links: Clearaction.biz