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.
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...
The Joys of Customer Journey Mapping
I’ve been doing this work for over 15 years and still — the excitement, insights, and team-building that a typical customer journey mapping workshop...
What Customers Want from Loyalty Programs
We know that customers are more demanding and have higher expectations than ever. And since most corporations are working hard to better serve these...
Bad B2B Experience? The “Anti-Customer” Model
We spend a lot of time talking about the value of things like customer centricity, transparency and the importance of designing and consistently delivering...
Implications of a Customer-Centric Strategy: 7 Takeaways
In this fast-changing world of smart, increasingly demanding and dis-loyal customers and the ubiquitous digital devices they and we all enjoy, one thing is...
Avoiding the Omnichannel Gap
“Omnichannel” is quickly catching up to “customer experience” (CX) when it comes to being widely accepted as a strategic Holy Grail in the era...
Patient Experience Innovation: 5 Disruptive Examples
According to PwC, more than half of consumers want to shop for healthcare…but their preferred method of doing so doesn’t exist yet. In an...
Should Your CIO Drive CX?
What every CIO must know to bridge the customer experience technology gap… A couple of weeks ago, we published a white paper titled “What Every...
The Real Value in Voice-of-the-Customer? The Customer Experience.
Customer experience: powered by Voice-of-the-Customer Most executives recognize that customer experience is important to their business. In fact, Gartner Group says that 89 percent of...
Better CX: Understanding (and Breaking Down) Cross-Org Silos.
Why marketing (and Sales, Operations and Support…) can have a hard time seeing the “big picture.” Managing the customer experience is often thought of as...
Customer Experience Improvement: 7 Best Practices
With much of the online conversation taking place around customer experience innovation, it almost feels like everyone is focused on customer experience as way...
Defining Customer Experience
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...
Insurance Customer Experience Innovation: 5 Disruptive Examples
Today, virtually every industry is ripe for disruption. The $3.7 trillion insurance industry is no exception. In many ways a perceptually commoditized business, those...
The three things you can do to deliver a better customer experience.
Every journey begins with a single step. When it comes to improving customer experience, the first step in your journey can be a simple...