Member Since: 2nd Dec 2009
Lynn Hunsaker, Customer Experience Transformation Strategist, is head of ClearAction, Marketing Operations Partners, and the Marketing Future Forum. She has developed and led customer experience transformation for more than half of her career, as Voice of the Customer Manager, Strategic Information Manager, and Market Research Consultant, and in executive roles such as Head of Corporate Quality and Director of Marketing & Business Development at Fortune 250 companies.
Clients include Accountants Inc, Adecco, Adobe, Allegion, Anritsu, Applied Materials, Bankers Fidelity, Cadence, Cementos Progreso, Cementos Progreso, Cisco, Critical Software, Deltek, Direct General Insurance, FormFactor, Hootsuite, Hospira, Ingersoll Rand, Kaiser Permanente, LexisNexis, Merck, MicroWarehouse, Moo, SHRM, SunPower, Thomson Reuters, Valin, Whataburger, and others.
Lynn is past president of Silicon Valley American Marketing Association and she has taught marketing, advertising and business courses for 5 years at UC Berkeley Extension, Mission College and San Jose State University. Lynn earned psychology and marketing degrees at BYU and an MBA at Vanderbilt University. She is a Certified Marketing Manager, Certified Quality Manager, Certified Myers-Briggs Type Indicator Practitioner, and Certified Customer Experience Professional.
She is a top-10 CustomerThink author and she has written three handbooks: Metrics You Can Manage For Success, Customer Experience Improvement Momentum, and Innovating Superior Customer Experience. She designed and conducted the world's first global B2B customer experience management practices study for 5 years, and she led the world's first marketing operations practices study.
Lynn's Customer Experience Excellence course was the first to be recognized by CXPA as an Authorized Resource & Training provider for its Certified Customer Experience Professional (CCXP) exam. She has served as a CXPA CX Expert panelist and as a co-chair of numerous CXPA committees.
Chief Customer Officer ClearAction Continuum
8th Oct 2015
I have a dream that in the future we'll look back and say "Remember how hard it was to be a customer back in the 2010s? Thank goodness it's...Blog
8th Oct 2015
Is customer experience management in your company (a) a subset of corporate strategy, (b) unrelated to corporate strategy, or (c) a...Blog
16th Mar 2015
You're only as strong as your weakest link. You may be gambling your brand equity if the weakest links leading to the end-customer's...Blog
5th Mar 2015
Traditionally, Marketing takes the organization’s message to the customer base, but now equally important is Marketing’s potential to take...Blog
5th Mar 2015
Why is it hard to retain customers? Of course there’s the ongoing battle with competitors. They may make highly attractive offers to your...Blog
27th Feb 2015
Customer loyalty is important to business success. Profitability of customer retention is pretty much common knowledge. So companies do a...Blog
24th Feb 2015
It’s popular to tout customer-centricity, yet it’s very difficult to consistently demonstrate. The word centric means having a specific...Blog
19th Feb 2015
What do you think of this theory: As customer-centricity of an organization increases, customer experience management return on investment...Blog
18th Feb 2015
Every one of us is a customer, so " Customer-Centricity " should be a very simple topic to understand. What do you, as a customer, think it...Blog
14th Feb 2015
Customer experience management is necessary, yet insufficient. Traditionally, organizations have managed customer experience with a mindset...Blog