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Author Archive | Michael Hinshaw

23 Ways to Delight and Amaze Your Customers

Blog post by on July 25, 2014

Great customer experience doesn’t just happen. It is planned, designed and mindfully delivered. That’s because there is no ‘one size fits all’ approach to customer experience. There’s a reason that true differentiation on the experiences you deliver …

Why Don’t Loyalty Programs Drive Loyalty?

Blog post by on May 10, 2014

I travel a fair amount for business; throughout the U.S. and Canada regularly, Europe fairly often. I’m not a dream customer for particular airline and hotel brands, however. While not a price shopper, neither do I overindulge. …

Mobile: The New Heart Of Digital Customer Experience

Blog post by on February 28, 2014

Last month, Econsultancy and Adobe published their Quarterly Digital Intelligence Briefing: 2014 Digital Trends. According to Econsultancy, the report highlights key digital trends, challenges and opportunities which marketers need to be aware of during 2014, and is …