Washington DC Network: VOC Best Practices in Crisis Times and After

Keeping a pulse on your customers’ views is especially needed in today’s rapidly shifting social distancing situations. That’s not easy given increased sensitivity to what’s appropriate to ask, and when and how.

A silver lining is heightened interest of executives and teams to understand customers’ views and adapt to them. The good news is that this is not the first crisis customer experience leaders have faced. Lessons learned in the 2009 recession and the 2001 triple-whammy (9-11, dot-com bubble burst, Y2K aftermath) can guide you in creative ways to use voice-of-the-customer effectively today.

Guest speaker Lynn Hunsaker, CCXP and head of ClearAction Continuum, will share what she learned in those crises and how your role can make lasting differences in your company’s growth.

Join this webinar to learn:

• How surveys can adapt to customers’ current situation
• How to guide management through customer intelligence
• How to instill new levels of customer-centricity as a way of life

This will be an interactive session, so be ready to share your thoughts. To gain more insight into Lynn's perspective, take a look at her blog post on CustomerThink here.

About the Speaker

Lynn Hunsaker is Chief Customer Officer of ClearAction Continuum where she co-founded its flagship ClearAction Value Exchange as a 24x7 silo-bridging mentor for marketing and CX roles. During 11 years at Applied Materials (semiconductor equipment manufacturer) and 3 years at Sonoco, Lynn’s roles included Director of Marketing & Business Development, Director of Marketing Communications, Head of Global Quality, Customer Satisfaction Improvement Manager, Strategic Information Manager and Voice of the Customer Manager. Lynn has taught 20+ university courses, and as a CXPA Recognized Training Provider, her Customer Experience Excellence online course has benefited people in 50+ countries. For 5 years, Lynn led the world’s first global study of B2B CX practices. She serves on the Board of Directors for CXPA and is a top author on CustomerThink.com where she is one of five Hall of Fame award recipients.

Lynn authored 3 handbooks available on Amazon Kindle, including Metrics You Can Manage for Success, Customer Experience Improvement Momentum, and Innovating Superior Customer Experience. Lynn is past president of Silicon Valley AMA where her team received a Chapter Excellence Award. Lynn currently teaches Marketing Operations 2.0 at UC Santa Cruz Silicon Valley Extension.