Experience Leadership
Engage everyone in walking the talk
C-Suite customer experience growth guide
For your top 2 senior leadership tiers and Board: 2-hour live remote session covering 3 overall topics toward your goals. Emphasis on financial tie-ins and managerial/culture success factors. Includes 3 brief interactive exercises and discussion within the session. May include a pre-session and/or post-session page.
Shift from experience management of yesteryear to true Experience Leadership
Experience leadership is company-wide alignment to expectations of customers, employees, and partners as “the hand that feeds you”.
Stop issues at their root to re-allocate costs to higher value opportunities.
Start with high-potentials’ end-to-end experience excellence vs. random quick wins.
Focus everyone on customers’ jobs-to-be-done as North Star for decisions and actions.
Shift to customer-centered engagement, vocabulary, metrics, and use of insights.
Smooth execution silos and operational silos as your XM strategy goal: natural XM excellence.
Catalyze XM maturity immediately:
(A) Align insights to every group.
(B) Align every group’s work to customers.
(C) Embed insights criteria into rituals.
This is how to surpass norms.
It’s the key huge sustained growth.
This is Experience Leadership!
Sign up today
It’s exciting to see such engagement among our key leaders to drive customer first philosophy and customer experience performance. I’m ecstatic that all our executives are clearly aligned for applying this in our various countries through this food for thought. At the end of this session, there is genuine excitement among our core people for driving service excellence standards.
Elevate your C-Suite customer experience, employee experience, and partner experience vision.
C-Suite Customer Experience Guide extends equally well to employee experience (EX) and partner experience (PX) as growth levers.
- Emphasizes the crucial role of non-customer-facing groups for profitable CX excellence
- Builds common language, shared vision, and collective capability
- Tailors small group exercises and examples to your industry and company
- Gauges your XM maturity via self-assessments, quiz games, topic mastery scenarios
Interactive 2-hour workshop for your C-Suite and their direct reports, board members, and steering committee.
Book your session
Book a live remote 2-hour session. Presentation and interactive application exercises will be customized to your initiatives.
Make arrangements with Lynn Hunsaker: click Let’s Talk at the upper right corner of this web page or email Success at ClearAction.com.
Specify quantity at $700 per person
for 5-9 participants
with this link
Specify quantity at $500 per person
for 10+ participants
with this link
Note: list price is USD $750 per person for 5-9 participants or $550 for 10+ participants. You save $50 when you use these payment links instead of invoice or supplier paperwork. Prices valid for remote live or in-person session. For in-person version, travel time and expenses are billed separately. We keep prices low by avoiding supplier paperwork and delays. This frees us up to do what we love: create ongoing new value for you!
Clear Action: engage everyone in walking the talk
This is e-consulting . . . far more value than “training”. It’s high-powered super-rare advice.
In place of an expensive consult, we avoid invoice rigmarole and give you super-affordable immediate access to e-consulting.
It saves your time, continuity, and resources. It boosts your influence, reputation, efficiency, capabilities, and growth!
Options and examples
Up to 30 executives in each session. Small group topic mastery exercise and debriefing in each session.
Workbook for note-taking with topic exploration and application questions for every presentation slide
- Exploration questions connect to situations the participants have experienced earlier in life
- Application questions encourage participants to put learning into immediate use
- Mastery questions are true-life scenarios for participants to use learnings to solve a challenge
- Video is 30-45 minute concise version of the live session
- Outline with thumbnail images of presentation slides makes it easy to revisit specific topics
- Subtitles are useful for English as a second language
- Limited time license to the online materials
We’re grateful to groups from these brands as ClearAction customers:
Lynn is a seasoned CX professional. In the Experience Leadership session, she spoke to sound theory and powerful practical examples from her own experience that really help land the points on how to drive business results through customer experience management.
Jacqueline Mueller, Senior Vice President, Client Insight, SMGFacilitator
Lynn Hunsaker led customer experience transformation for many years at Fortune-250 companies as Head of Global Quality, Marketing Director, Strategic Information Manager, Customer Satisfaction Improvement Manager, and Voice of Customer Manager. Within her first 18 months at Applied Materials, they were in the top CX maturity tier. In addition to continual cultural transformation, every P&L achieved at least 2 huge CX savings every year, such as:
- 16X reduction in customers’ time for service
- Exceeded customers’ expectations by 75%
- 10X increase in customer productivity
- 23X reduction in lead time from 5 days to 5 hours
- 6X improvement in trouble-shooting cycle time
- $1M savings monthly to the customer
- 80% reduction in customer engineers’ cycle time
- 75% reduction in customer-reported bugs/issues
As a California-certified teacher, Lynn created and taught 24 college courses on marketing, advertising and business at San Jose State University, Mission College, University of California Berkeley Extension and UC Santa Cruz Silicon Valley Extension. Lynn is past president of American Marketing Association’s Silicon Valley chapter and Association for Psychological Type’s Bay Area chapter. She is a Certified Quality Manager, and Certified Practitioner of MBTI, CPI 260, Temperaments, and Interaction Styles, and Professional Certified Marketer.
Lynn conducted the world’s first global B2B customer experience practices study from 2010-2014. Lynn is author of 3 experience leadership handbooks on Amazon Kindle. At CustomerThink.com, she is 1 of 5 Hall of Fame recipients and was #1 Author of the Year in 2015 and 2017. Lynn is co-founder of the Experience Value Exchange with revolutionary methods for skill-building, aimed at making CX a company-wide team sport.
What participants are saying about our Advanced Experience Leadership e-consulting
“Thank you for having a wonderful session in such a short duration. I really appreciate the way you have integrated project management, change management and customer experience management. It has been a fantastic experience.”
“I left the session energized, buzzing with multiple ways to up-level our CX initiative.”
“This is an absolute must for any practising CX professional wishing to take their knowledge to the next level and to adapt to the changing realities of CX practices – especially as we face the challenges of the post-Covid, ‘New Now’.”
“This seminar brings the group in with thought-provoking discussions where participants share real-world examples from our different histories and experiences. I appreciate the practical tools and resources explaining how to use these in greater depth.”
Experience Leadership Mastery for everyone
customer, partner & employee experience excellence
Get your whole department on the same page! Cross-pollinate!
Live or self-paced sessions mix participants from all 3 levels, with online resources tailored to each level.
Foundations
For all experience managers
Intermediate
For seasoned XM managers
100% prep for certification
Advanced
For VPs, authors, CCXPs, etc.
