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.
Relevance (Not Just Orange) is the New Black
Your customers crave relevancy. Business or consumer buyers, your customers are overloaded with messages on a daily (as well as an hourly, even minute-by-minute)...
In An Always Connected World, Touchpoints Need More Than A Fresh Coat Of Paint
Email messages, social media, targeted ads, mobile apps, and SMS all make it possible for companies to stay in contact with customers at any...
Let Little Bets Lead You to Big Customer Experience Wins
Many times, the biggest obstacle standing in the way of better customer experience isn't management buy-in, budget, lack of data, or any other extrinsic...
Customer Experience … Marketing? Why Driving Authentic Connections is Now Part of the Marketing Mix
The majority of us (I hope) understand the importance of improving customer experience. Without our customers, we couldn't even be in business. They're central...
Making Lemonade: Learning From Sour Customer Experiences
Have you ever had a dismal customer experience and thought, "This Company has no clue what they're doing, do they?" Sadly, you're not alone—as...
Confessions of a Former Pizza Boy: Sometimes, Experiences Don’t Need to Be “Improved”
Today, there are three basic ways to get food prepared by others. One, go to a restaurant. Sit, order and eat. Two, call...
Secrets of The 5 Whys and Customer Experience Improvement
Every day, we work with companies to transform their customer experiences. Of course we do this for profit – but we also do it...
When It Comes to Data-Driven Insights, Marketers Flunk The Customer-Centricity Test
Do you think it's possible for a company to do a good job meeting customer needs if they don't try to understand what those...
Lego Missteps, Leaving Adult Fan’s Experience Out In The Cold
Lego, maker of those beloved bricks, sent an unintended message to an important customer (and customer segment) this week: "Go away." In what has quickly...
Why Understanding Your Customers is Key to Serving Them: 5 Segmentation Lessons from CVS Drugstores
The New York Times ran a piece recently on the ways that CVS drugstores are using big data to revolutionize their business. The context...
Is Tesla’s Customer Experience Driving Car Dealers Over the Edge?
Car dealerships have long had a reputation for anticompetitive tactics and influential lobbyists. So it's no surprise that Dealer Associations nationwide have taken up...
CRM Systems Don’t Capture Customer Experience: Just Ask Oracle
If CRM is your company's "solution" for improving customer experience, you're making a big (and shockingly common) mistake. Why? Because CRM systems look at...
The Dogfood Diet: Three Easy Steps to a Leaner Customer Experience
A few weeks back, CBS wrapped up another season of the show Undercover Boss. If you're not familiar, the premise is that CEOs and...
Secrets of Delivering Kick-Ass Customer Experience for Low-Cost Leaders
What's your strategy for business success? If, like Southwest and Costco, you're competing primarily on price—and have aligned this with your customer experience strategy—your...
The Queen of Tech Trends Sees Big Things for Social Sharing
For people who keep their finger on the pulse of digital trends, the week of the D11 conference is like Christmas morning, and this...
A Digital Customer Experience Case Study: Sephora’s Supremacy
Late last year, I wrote an article (Digital Experience: The New Heart Of Customer Engagement) which makes the point that digital experience strategy isn't...
Dark Patterns are The Dark Side of Customer Experience (Unless You Like Pissed-Off Customers)
When it comes to customer experience, my personal mission has always been crystal clear: help companies act more intelligently. Smart companies leverage disruptive technologies,...
Three Lessons Learned: Big Retailers Play with Big Data and Narrowly Avoid Getting Bit.
Customer experience pioneer and retail giant, Nordstrom, recently found itself in hot water over customer privacy. They'd been operating a pilot program in the...
Do Happier Employees Really Mean Happier Customers?
Conventional wisdom says not just "yeah" but "hell, yeah." That said, an issue with the "conventional wisdom" is that people rarely question it. And...
The Secrets To Amazon’s Wall St.-Defying Customer Experience Strategy
Earlier this month, Amazon CEO Jeff Bezos delivered his annual letter to shareholders. And what a letter it was. One Business Insider article said...