Michael Hinshaw

Customer Experience Management (CXM): The Best-Practice Capabilities of CX Leaders

As ever-greater numbers of organizations embrace the age of the smart customer, you might expect Customer Experience Management, or CXM, to be a well-understood...

How “3-Dimensional” Customer Personas Radically Improve CX Design

Customer experience design professionals have recognized the power of customer persona for years. Unlike customer or audience segments—used primarily for marketing, sales activities and...

Fall in Love With Your Customer’s Pain Points—Not With Your Solutions

It’s human nature to fall in love with your solutions. It’s also a common pitfall for business leaders, entrepreneurs, and those responsible for improving...

Successful Customer Experience: 3 Critical Things CX Leaders Get Right

When we look at customer experience leaders today, it’s not surprising to find they have a number of things in common. From a macro...

Getting Customer Experience Strategy Right: Best Practices of CX Leaders

Customer experience is clearly a key focus area for the majority of executives across a broad swath of industries, regions and company sizes. This...

Failing Your Customers Can Help You Serve Them Better

Hey, we get it – nobody wants to fail. But the hard truth is that failure is a fact of life. We try, get...

How Best-In-Class CX Leaders Get There: The Customer Experience Value Chain

For the last several years, improving customer experience has been rightfully viewed as one of the most important things any organization can do to...

Six Common Customer Experience Strategy Pitfalls

For any organization striving to significantly improve customer experience, they need a plan to do so. That’s because the ability to design and...

11 Tech Trends You Can Bet Your Customer Experience Budgets On, Today through 2020…

Today, nearly every customer experience in nearly every industry is driven or supported by ever-more-quickly-evolving digital technology. The landscape is changing so rapidly that...

Lessons from the Upper Crust: How Domino’s Pizza Disrupted the Delivery Game and Became...

Seven years ago, Domino’s Pizza was in the pits. Tasteless, unexciting food and an all-time low in its share price, the company also ranked...

Where a Digital-First Customer Experience Fails: When it’s Not Designed…

With Thanksgiving turkey a distant memory – replaced by omnipresent holiday Muzak, elves and the tinsel-laden decorations in nearly every retail storefront – the...

In Praise of Incrementalism: A Customer Experience Lesson

I was listening to a Freakonomics podcast recently, titled “In Praise of Incrementalism.” It struck a chord with me on several different levels, not...

3 Ways Your Customers Might Hate You (And You May Not Know It).

Most companies at least try to serve customers well, even if some don’t succeed. But even the best-intentioned organizations can create problems for their...

8 customer service strategies you can steal from Amazon

Since its founding 22 years ago, Amazon has reached near mythic status for its superior service and customer experience. Says company founder and CEO Jeff...

Understanding the ROI of Customer Journey Mapping

Customer journey mapping is, understandably, a pretty hot topic. Not just for customer experience professionals, but for all businesses. It’s...

Customer Journey Mapping Hypecycle

Customer Journey Mapping Many of us are familiar with Gartner’s “hypecycle,” representing the maturity, adoption and social application of specific technologies. At core, the hypecycle...

Six Ways to Drive a Radically Better Customer Experience

At heart, customer experience improvement is all about finding those places in the experience where pain exists, and where customers feel that their expectations...

Case Study: Delta Airlines – When Digital Customer Experience Goes Bad

There’s little debate as to the critical nature of getting digital customer experience right. There isn’t a customer experience professional, IT leader or shareholder-focused...

Five Questions Customer Experience Professionals Are Asking Today

Everyone is talking about customer experience. What it is, why it’s important, how to deliver and how to improve it. Everyone, it seems, has...

What Customer Experience Does–And Doesn’t–Mean

Given the prevalence of “customer experience” as a desired competitive differentiator, business discipline, and value driver, you’d think it would be easy to define–and...

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