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 Dress” and Customer Experience: Perception = Reality.
Last Thursday, my 23 year old son showed me a picture on his cell phone and asked me what I thought at the time...
Is Apple Losing Its Luster? Microsoft Comes From Behind in the Race to Deliver Delightful Customer Experiences.
Any technology consumer (actually, businesses too) knows the answer to this question: Who delivers a better customer experience – Apple or Microsoft? Not so fast....
Why Asking Customers to Rate Restroom Cleanliness is a Mistake.
Last week, Lynn Davison and I were heading home to San Francisco from a client meeting in Seattle, and saw something new at SeaTac:...
How Delivering an Excellent Customer Experience Helped UPS Stock to Crash.
The 2013 holiday season sported some nasty surprises for package delivery and logistics leader UPS. Summarized neatly in a Forbes article by contributor David...
Q: What is a “Customer Experience Program”? A: What Do You Want it to Be?
In an industry that’s growing as quickly and expanding in as many directions as customer experience (CX) is, it’s not at all surprising to...
Where Customer Experience is Going in 2015: 10 Trends to Watch
In 2015, a number of customer experience-related trends continue to gather steam, further raising the bar for companies that need to compete in a...
Creating a Customer-Centric Culture: A Model Employee Handbook
Do you want to be the kind of company that customers love? The truth is, for many companies the answer is “no.” If you...
Forget Dessert, How’d That Digital Experience Go Down?
Mobile tech, tablets, data and dinner tables changing the age-old restaurant customer experienceIn the U.S., dining out is more than an occasional treat –...
Bright and Shiny Journey Maps!
Today, we had our second call of the week with an executive interested in a customer journey map. A senior exec with a mid-size...
The Future of Customer Experience is Now: Teaching Your Company to Talk
Revolutionary at the time, late 2011 saw Apple’s Siri personal assistant introduced as an integral part of the iPhone 4s. I (along with many,...
The Customer Experience Gap – Are You Clueless, or Clued In?
A few years ago, Bain and Company published the results of a survey in conducted across a variety of industries. Their report illustrates a...
Customers Change: Lessons From a Dejected Restaurateur
A friend in New York sent me an article last week she thought I’d be interested in. Not only is it slice of a...
Customer Experience Innovation? I do not think it means what you think it means…
Customer Experience Innovation? (You Keep Using That Word…)While the word “Innovation” is thrown around an awful lot in the business world, I do wonder...
Designing a Voice-of-the-Customer (VoC) Program: Beyond Customer Listening to Customer Understanding
The first step in improving customer understanding is listening – to their opinions, concerns, perceptions, objectives and expectations. Yet while most organizations understand the...
How Dinner Lab Brings Customers Into the Experience Design Process – Differentiating and Profiting While They’re At It.
This week, I – along with another 100 or so people – paid Dinner Lab $70 each to be part of a focus group....
Dear Home Depot (and Target and Adobe and eBay and…): Can You Please Do a Better Job Protecting Our...
On the drive to work yesterday, I heard a now-familiar story on the news: Home Depot, it seems, it has been the subject of...
Getting Your Customer Experience to Deliver on Your Brand Promise: An Action List
Recognizing that your customer experience is an integral aspect of brand isn’t a new notion. For years, companies ranging from Ritz Carlton and Starbucks...
Comcast Disconnects Itself (Yet Again): What Happens When Employee Rewards are NOT Aligned Customer Experiences. And No – It...
It can be fun to see how disconnected some larger firms act when a customer’s needs or actions don’t neatly fit into a pre-scripted...
Customer Experience and Big Data (5 Ways to Leverage the Information Surrounding Your Customers)
What if you were able to know, with near certainty, that your customer would prefer one specific product over another – and that her...
Anticipating Your Customers’ Needs, Amazon (and Smart Customers) Style
Either Mr. Bezos and his team of strategists read our book (did you get the copy we sent you, Jeff?) and/or Bruce Kasanoff and...