CX maturity model leapfrogs norms
Outpace your industry in superior CX practices and results. Go beyond experience management of yesteryear to true Experience Leadership: company-wide alignment to expectations of customers, employees, and partners as “the hand that feeds you”. Emphasis is on what stimulates ongoing rewards from customers and how to make it a way of life across your enterprise.
Your roadmap’s pace and sequence are customized for your organization’s circumstances. Building from your strengths, your maturity milestones give you a multi-year plan. Icons highlight Ultimate-Practices™, explained in playbooks, roll-out sessions, and coaching.
Examples of mainstream practices versus Ultimate-PracticesTM
The CXM ROI model is holistic and synergistic, whereas other models are siloed.
Introduction to our methodology:
- Customer Experience Maturity Roadmap
- What is Customer-Centricity DNA?
- Customer-Centered Management
- 5 Best Experience Management Metrics
Call +1 408 687 9700 or send an email today. Let’s get started!
The CXM Ultimate-PracticesTM were developed by Lynn Hunsaker (CCXP, RTP). She 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. Partial list of accomplishments:
- 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. ClearAction was a founding corporate member of CXPA and Lynn has served on the CXPA board of directors and CX Experts panel, and as co-chair of many CXPA committees. 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.