CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. All customer experience metrics used today are lagging indicators of growth. You’re measuring what already happened with customers. Therefore, it’s lagging.   Leading indicators are what you are doing that causes the lagging indicator. A leading indicator shows what customers will soon experience. Chief Marketing Officers measure the purple metrics shown below about what happened in the market: customer acquisition cost, margin expansion, sales velocity, customer rete ..read more

8 Keys to Better VoC Methodology Lynn Hunsaker VoC methodology is the starting point for buy-in and enthusiasm around customer insights. Do you want more executive support? . . . Less pressure to show financial gains? . . . Higher internal engagement in using customer insights for seamless journeys? In this Part 2 of 3 article series, we’re building on the 8 points explained in Better Measurement: 8 Voice of Customer Keys to CX ROI. Start there and continue here in designing your VoC methodology: 9. Stop asking for feedback on every transaction Consider how many transactions a customer has t ..read more

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. And it should be the basis for how your business is run. Whatever is out of sync with customers costs you a lot in tied-up resources and lost opportunities. These are revenue roadblocks. Therefore, Voice of Customer should be very good at driving changes to the business, accordingly. However, only a third of CX managers say their Voice of Customer is “good” or “very good” at making changes to the business. This means two-thirds of Voice of Customer is not good at driving change. Only 15% sa ..read more

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker   CX is a Team Sport was the CX Day1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. We all learn from each other in CX is one way CX is a team sport. Camaraderie within the Customer Service (or Success) department is another way CX is a Team Sport. While these popular definitions are important, they’re vastly incomplete. Two very different CX is a Team Sport analogies may be surprising to you. — Controlling Touchpoints Model. — Influencing Companywide Model. Both models urgently rec ..read more

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