Blogs

Lynn Hunsaker
CEO of ClearAction, ClearAction

Lynn Hunsaker is CEO of ClearAction, a customer experience optimization consultancy, and author of Innovating Superior Customer Experience, Metrics You Can Manage For Success, and Customer Experience Improvement Momentum. Lynn founded the ClearAction Business-to-Business Customer Experience Management Best Practices Study and the Marketing Operations Future Forum. ClearAction is a Corporate Founding Member of the Customer Experience Professionals Association, and Lynn is one of 10 members of the CXPA Customer Experience Experts panel.  
 
Her career in the customer experience field began in 1991 as chair of a 12-country, six-division taskforce designing customer satisfaction methodologies at Sonoco Products. At Applied Materials she managed company-wide customer experience improvement as Head of Corporate Quality. Lynn is a past instructor of marketing and advertising at UC Berkeley Extension and San Jose State University, and past president of Silicon Valley American Marketing Association and of Bay Area Association for Psychological Type. For more information on enabling your customers to love you, email her at lynn.hunsaker@clearactioncx.com.

It’s about the people: Part 2

April 7, 2014
Customer experience (CX) is all about people getting what they need in their lives. People in your company are central to designing and delivering great customer experiences.  As we discussed in part 1, human resources (HR) departments can make a big difference is helping companies achieve CX goals by placing HR’s work within the bigger picture of external customers’ needs, helping executives establish a customer-focused strategy and injecting a CX backdrop in the way HR facilitates hiring, developing and recognizing employees. Read More

It’s about the people: Part 1

March 31, 2014
People are at the center of providing and receiving customer experiences. It is commonly accepted that engaged employees are a prerequisite for high-value, engaged customers. So, it stands to reason that human resources (HR) departments have great potential to influence customer experience (CX). This topic was discussed in a recent #CXO twitter chat, where participants expressed both hope and doubt about HR’s role in CX efforts. Read More

#CXO chat recap: Creating world-class customer experience teams

February 7, 2014
In sports, a great deal of thought goes into creating winning teams. Choosing the right players, getting everyone on the same page, practicing handoffs and executing a clever playbook are how winning sports teams are created. Read More