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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.

How One Growing Company Impressed 559,861 People Last Weekend

If you aren't a gamer, then there's a good chance you've never heard of Razer. Until last weekend, the company was mostly known for...

What Wearable Computers Mean For The Digital Customer Experience

For gadget geeks and futurists, 2013 looks like one heck of a year—the dawn of wearable computers. In fact, between speculation about the Apple iWatch and the Q4...

Did Poor Customer Experience Get Ron Johnson Fired?

Last week, SEC filings revealed that Ron Johnson, chief executive officer of JC Penney, saw his 2012 compensation fall 97 percent—from $53.3 million in...

Ask, Listen, and Act: New Rules for Actionable Voice-of-the-Customer Research

From dorm room start-ups to the Fortune 500, there's a common thread among the most successful businesses: give your customers what they want, when...

Five Ways to Earn Customer Trust

It's difficult enough that companies are losing influence with their digitally-enabled smart customers. Even worse, they're losing their customers' trust. And it's not surprising....

Are Your Customers Getting The Love They Deserve?

If you're like most customers, sick and tired of waiting on hold ("thank you for holding... we're sorry for the inconvenience... we exist...

Customer Loyalty Ain’t What It Used to Be.

How loyal are you to the brands you use? Whether as a businessperson or consumer, I'll bet there isn't a company you wouldn't consider...

What Is Your Customer Relationship Lifecycle?

For your customers and prospects, your customer relationship lifecycle is the basis for their experiential "journey" with your brand–from awareness of your company or...

Must You Have ‘Executive Support’ To Begin Customer Experience Improvements?

I was reading a LinkedIn discussion started by a medical products company officer looking for advice on starting customer experience improvement. She kicked things...

Yes, Customer Experience Matters In B2B (A Lot)

Last week, I came across Bridget Fletcher's CMO.com article "B2B Is the New B2C." Fletcher noted the parallels she saw in B2C and B2B...

You Say Your Customers Are Satisfied? Uh-Oh

If your customers say they're satisfied–and you use this as a way to measure business performance–then the more satisfied customers you have, the bigger...

Can You Measure The Value Of A Single Touchpoint?

Customer experience is the result of a series of interactions between your company and those you serve. These interactions–the places where your brand interacts...

Is That Big Data In Your Pocket? Or Are You Just Happy To Have New Customer Insights?

At this point, most of us are aware that the "Era of Big Data" is upon us. The phrase was coined to describe the...

It’s Your Life. Isn’t It Your Data?

As I discussed in a recent post on the era of big data–and as most of us intuitively know–today's customers leave ever-larger digital footprints...

A Remote Control For The World

Today, just more than half of us are using our smartphones to interact with the digital world. It's second nature to send email, tweet,...

5 Ways Your Company Can Think Like a Start Up (and Get Closer to Your Customers)

Customer-centricity is generally agreed to be the conscious decision of a company to (really) focus on the needs and behaviors of its customers. This means...

Digital Experience: The New Heart Of Customer Engagement

We all know (don't we?) that digital experience is being driven by the many disruptive forces changing the face of the world around us....

15 Ways To Better Serve Smart Customers

Smart marketers always put their smart customers front and center. Following are the top customer-centric strategies for doing so that we've highlighted throughout the...

5 Lessons Your Company Can Learn From The Cupcake ATM

Earlier this year, Los Angeles-based cupcake bakery Sprinkles launched the cupcake ATM in its Beverly Hills location. The cupcake ATM is a 24-hour-a-day, seven-day-a-week...

Why Customer-Centric Companies Should Welcome Smart Customers

We all know that smart, digitally empowered consumers research, connect ,and purchase online with laptops, tablets, and smartphones without a second thought. After all,...

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