ClearAction is a Founding Corporate Member of the Customer Experience Professionals Association; ClearAction has contributed 3 CX Tools to CXPA, and participates on several committees. Among the ClearAction team are 2 CX Experts and a Board Member of the CXPA.
CX HISTORY Lynn Hunsaker has managed customer experience since 1989. See this article from 1991: Lynn Hunsaker engaged 50 business units in continuously improving their impact on customers since 1994:
PUBLICATIONS Lynn Hunsaker authored an article about customer experience metrics for various customer service channelsLynn Hunsaker authored an article about Trust & Choice as Essential Ingredients in Customer Experience Management (pages 9-11):Lynn Hunsaker was quoted in an article about Driving Customer Experience Across the Enterprise (pages 1-5):Lynn Hunsaker was quoted in an article about Bridging the Customer Experience Chasm (page 5):Lynn Hunsaker is an author in the OgilvyOne publication: CEM on a Shoestring
by Lynn Hunsaker
Lynn Hunsaker is an author in The Association of Support Professionals publication:
'Wow' Versus 'Ow' Service
by Lynn Hunsaker
Define Customer Experience as Your Customers Do: Customer Experience includes all of the steps a buyer takes to get and use a solution from the time of the buyer's realization of a need until the buyer deems the need no longer exists.
Customer Experience Management is a composite of customer management efforts (CRM, VoC, UX, service, loyalty, advocacy, references, touch-points, etc.).
Customer Experience Optimization is company-wide alignment with buyer priorities to grow both revenue and profit naturally.
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