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.
23 Ways to Delight and Amaze Your Customers
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...
Why Silos Suck: Break Down Organizational Barriers for a Better Customer Experience
Most large companies (and many that are mid-size or even small) have been struggling to overcome customer service and data silos for decades.Sadly, this...
8 Capabilities Every Customer-Centric Organization Should Enable
If your organization has done any thinking about customer centricity, you’ve likely read buckets about the importance of enabling strategies and tactics based on...
Customer Insights in a Day: “Voice of the Business” Journey Mapping
For many organizations, an understanding of where customer interactions occur is stuck inside functional or organizational silos. As a result, it’s difficult to see...
Why Don’t Loyalty Programs Drive Loyalty?
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...
How To Find – And Close – Vision, Culture, And Experience Gaps
Most companies we work with have some sort of performance gap. Some are known and easier to see, others less obvious. Some big, some...
Customer Experience Is Emotional? Oh, Yes. Always Has Been, Always Will Be.
“So tell us, how did that make you feel? We care. Really, we do.” While rarely asked quite that way, virtually all customer experience research boils down...
How Do You Ask Your Customer’s Opinion in a Way They’ll Give It?
When it comes to customer experience insights, the phrase “outside-in” – in reference to getting the customers’ view of the experience they’re having (or...
If You Want to Better Connect With Customers… Watch This Video
It’s in our collective nature to look forward. We ask: What’s ahead? Where are we (and our customers) going? And how do we best...
Mobile: The New Heart Of Digital Customer Experience
Last month, Econsultancy and Adobe published their Quarterly Digital Intelligence Briefing: 2014 Digital Trends. According to Econsultancy, the report highlights key digital trends, challenges...
Don’t Miss the Customer Journey by Just Focusing on Individual Touchpoints. (But Focus on Your Touchpoints, Too).
Strolling through the ever-expanding body of published work on customer experience, I’ve recently come across a few articles that appear to be making a...
The Case for Improving Employee Experience: Love and Money
Over the last few years, the case for improving customer experience has been gaining significant traction in executive suites around the world. After all,...
Simplicity-Minded Customer Experience
Simple customer experiences. Sounds logical, doesn’t it? After all, what company would set out to purposefully make the customer experience complex? And what customer...
Your IT Group is at The Center of Your Customer Experience (and Your Business)
I’m not going in depth on the preface, the gist of which is that smart customers – and the digital innovation that enables them...
Leveraging Technology to Delight and Amaze (#lookup in the Sky!)
It’s almost like magic. Every time a British Airways plane flies overhead, a child on the screen stands up and points at it, following...
Smart Customers Demand Smart Customer Service
The rise of smart customers has influenced the very nature of the relationship between customers and the companies that wish to serve them. From...
If You Never Thought About Your Customers Like This Before, Better Start Now
The goal of marketing is to help create new customers. And across industries, one of the primary drivers of new customers is… positive word-of-mouth...
Is Location Awareness the Next Big Thing in the Customer Experience?
Unless you're a shopkeeper with a stack of hand-drawn signs ready to go at a moment's notice, you haven't had the ability to know...
Understanding The Role of Empathy in the Customer Experience
If you haven't read the 2011 book Thinking, Fast and Slow, I'd suggest you do. Author and 2002 Nobel Prize winner Daniel Kahneman is...
Just how high is the price for delivering a poor customer experience?
As executives, we all want to deliver the best experiences to our customers. While this is an intuitive response because we want customers to...