Why Customer Experience Management is Backwards Today

Lynn Hunsaker, Chief Customer Officer, ClearAction Continuum

Loyalty … Service … Design … Culture is the order most firms’ management of customer experience. It’s expensive in remedies, programs, technologies, talent, productivity, relationships and lost opportunities. Turn this around in 3 steps for a customer-centered foundation that yields massive savings and ongoing growth in revenue, profit and industry leadership. Lynn Hunsaker, former Head of Corporate Quality at Applied Materials and Strategic Planning manager at Sonoco, explains how a bolder, preventive approach to customer experience management is practical and growth-promoting.