If It’s Called Customer Experience, Why is it All About the Company?
To get more insight on this disconnect, I sat down with Lynn Hunsaker, a customer experience expert who helps companies love and be loved by their customers, through her firm, ClearAction. She should know a thing or two about this topic—she’s directed customer experience programs for 25 years with leadership roles at Fortune 500 companies. Q: What are the biggest customer experience issues are these days? A: The first problem is transparency—customers see behind the company’s