Michael Hinshaw
Michael Hinshaw
Michael Hinshaw is president/CEO of McorpCX, a customer experience company helping companies radically improve business performance by transforming how they interact with their customers. A mentor and teaching fellow at UC Berkeley's Haas School of Business, Hinshaw is also co-author of the best-selling book Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive, and How to Be One of Them.
The CX Innovator’s Honor Roll: The Companies That Inspire CX Pros
Everybody needs a role model, right? Individuals succeed primarily because they pick someone they admire, follow their example, and eventually become role models themselves. But...
How to Define Your CX Strategy and Link it to Execution
What exactly is a customer experience strategy? Spend any time online trying to answer this question and you’ll see how easy it can be...
Customer Experience Analytics and Tracking: CX Metrics 101
In today’s digital-first-but-not-digital-only, customer-centric world, customer experience (CX) has quickly emerged as a critical differentiator for 9 out of 10 executives. But while many...
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...
Proper CX Governance: Eating Your Customer Experience Vegetables
Humans like rules — when they apply to someone else. But sometimes they’re necessary for us all; without them, even the best of intentions...
How to Define Your Customer Experience Strategy and Link it to Execution
What exactly is a customer experience strategy? Spend any time online trying to answer this question and you’ll see how easy it can be...
Customer Experience Analytics and Tracking: CX Metrics 101
The Importance of Measuring the Customer Experience In today’s digital-first-but-not-digital-only, customer-centric world, customer experience (CX) has quickly emerged as a critical differentiator for 9 out...
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 a Leader in Customer Delight
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...