Lynn has managed initiatives in strategic planning, product management, market research, alliances, acquisitions, marcom, process improvement, metrics, incentive programs, change management, and customer experience management.
Her experience spans high tech, manufacturing, and professional services sectors: Applied Materials, Sonoco Products Company, and Tragon.
She is founder of ClearAction customer experience optimization consulting. She has contributed significant innovations to the customer experience field:
1st to develop a customer experience ROI maturity assessment
1st to create a customer experience model showing sequential flow of CX competencies as ROI building-blocks
1st to benchmark business-to-business customer experience practices globally
1st to create a CCXP Exam Prep Course for the CXPA’s Certified Customer Experience Professional exam
1st to coin the term “Customer Experience Enablement” as a bridge between VoC and customer engagement
Developed customer experience journey mapping methodology with 8 unique best-practices
Lynn earned her AAS degree in Psychology and BS degree in Business Management from BYU and her MBA degree from Vanderbilt University. She is past president of Silicon Valley American Marketing Association and the Bay Area Association for Psychological Type. Lynn has been an instructor of business courses at San Jose State University and University of California Berkeley Extension. She is an AMA Professional Certified Marketer, ASQ Certified Quality Manager, and Certified Practitioner of MBTI® and CPI260, and she is a Customer Experience Expert for the Customer Experience Professionals Association.
Lynn is author of three Kindle books: Metrics You Can Manage For Success, Customer Experience Improvement Momentum, and Innovating Superior Customer Experience. She was project director of Marketing Operations Partners’ best practices benchmarking study, Journey to Marketing Operations Maturity. Lynn enjoys bicycling, practicing the Dutch she learned during 18 months in The Netherlands and Belgium, and expanding her travel experience beyond her current record of 30 countries.
Invite Lynn to speak at your next event on a topic such as the following:
Transparency & Accountability to Transform Marketing Effectiveness
Fall in Love with Your Customers for Win-Win Customer Experiences
Trust & Choice: Essential Ingredients for Enduring Customer Profitability
Highlights from the Annual Business-to-Business Customer Experience Management Best Practices Study
Highlights from the Journey to Marketing Operations Maturity Study