Customer Experience Improvement Momentum

Proven methods for building and maintaining momentum for customer experience improvement. Practical tools for engaging employees company-wide. Apply systems thinking, change management and internal branding for significant breakthroughs in customer program results.

• More than 20 tools and techniques
• Step-by-step guidelines
• 40 succinct pages for rapid knowledge boost
• Easy navigation throughout to any section or page

A straightforward guide to meaningful employee engagement at all levels throughout the company. Practical worksheets and guidelines are the focus of this handbook.

• Gain cooperation across organizations and channels for customer experience initiatives.
• Agree on common definitions of customer metrics and priorities.
• Build customer-centricity into your culture.
• Fix broken linkages between data and actions, incentives and behaviors, survey results and business results.
• Learn how to use systems thinking, change management and internal branding for big gains in return on investment for customer programs.

REVIEWS:
"All marketers have a bookshelf full of arguably great methods and strategies for creating or managing a customer experience that translates into business success. Unfortunately, the thing that makes each of these books stand out is their unique approach...effectively turning we readers into, at best, an advocate for one or another or, at worst, lost in a mass of conflicting statistics that prove the efficacy of one approach over another.

Lynn Hunsaker's e-book manages to avoid the flavor of the month quality of most customer experience management books by providing a palette of practical, scalable approaches to effectively address each component of the customer experience. Her book provides the corporate marketer with exactly what s/he needs; the latest statistics making the case for the ROI of an improved customer experience and a plug and play tool kit for tackling the issues that are most relevant to their organization. Finally, the e-book format is a functional best for presenting marketing solutions; providing a reference book of indexed topics, diagrams and worksheets."
- Donnell Wright, Vice President of Service Excellence, Washington Mutual

"The cross-functional collaboration necessary to successfully manage the customer experience requires big picture, systems thinking. Lynn Hunsaker in her new book Customer Experience Improvement Momentum, brings very practical, well-thought out approaches to get the internal cooperation needed. Her own real-world experience in process improvement is obvious."
- Linda Sharp, CEO Religence and author of Customer Relationship Intelligence: A Breakthrough Way to Measure and Manage Sales and Marketing