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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.

The Power of Customer Experience in Product-Led Growth

Product-Led Growth (PLG) is a business strategy where the product itself has the primary role in acquiring, onboarding, engaging, and retaining customers. But in today’s...

Key Business Metrics and why Customer Experience Matters

It’s increasingly clear that Customer Experience (CX) plays a pivotal role in shaping and driving a company's performance. In the era of "customer...

Riding the CX Wave: A Look Back at 2023 and a Leap Forward into 2024

Reflecting on 2023, it’s clear that the Customer Experience (CX) Landscape continues to undergo a profound Transformation. In my experience working with leading...

Mastering the Future of CX Management Technology: A Guide to Success

In the ever-changing landscape of Customer Experience (CX), professionals are in a perpetual quest for innovative solutions that keep customers engaged, satisfied, and loyal....

Navigating 2024: The Crucial Role of Voice of the Customer

As holiday season approaches and the next year gets ever closer, it feels a lot like how we all felt approaching each of the last…

The Importance of Human-Centric Design in Digital Transformation

Companies are investing heavily in digital transformation, with a Research and Markets report projecting the global market to be just over $1 trillion USD...

Managing Customer Experience Means Managing for Change

Why resiliency, responsiveness and agility are more important than ever for leaders and the companies they work for We’re midway through yet another topsy-turvy year....

Listening to Customers is Your Best Long-Term CX Strategy

Customer feedback is essential for making informed decisions Customers are your best source of business and market insights. By listening to them, you can learn...

Re-skill, Up-Skill and Transform Your Workforce

Align and educate your people around a digital-first, customer-centric approach Whether it’s new technology, geopolitical unrest, a competitive threat or, oh, let’s say… a pandemic......

Hyper-Personalization: The Future of Customer Experience?

Radically boost brand relevance while improving experience for your customers According to Salesforce’s 2020 State of the Connected Customer report, nearly 70 percent of...

The 4 Most Common Journey Mapping Activation Gaps

If your journey mapping efforts are falling short, odds are that one of these 4 gaps are to blame. Journey mapping is one of the...

What Businesses Can Do Today To Adapt In A Changing Customer Environment

Customer experience is all about understanding and responding to customer and employee expectations in ways that drive business results. But in today’s — and...

Entrepreneurship 101 for Customer-Centric Leaders and Those Who Want to Be

Entrepreneurs and startups intuitively understand the need to connect their products and services to the needs of the market—because if you haven't identified a...

The Upside Of Customer Experience Improvement In A Down Economy

There's not a lot of upbeat coverage in the media today. Business closures, social distancing woes, stock market gyrations — it feels like so...

5 Customer Experience Trends That Won’t Change (And Will Likely Accelerate…)

In a post-COVID world, the future is full of obvious challenges and less obvious opportunities. In this fast-changing environment, most business executives recognize the...

Why Invest In Employee Experience? Six (Proven) Reasons

Employee and workforce experience (EX for short) matters just as much as customer experience (CX). Unsurprisingly, the two are inextricably linked: Good EX consistently...

Show, Know, and Grow: 3 Things to Do Now in the COVID-19 Era

Things got really strange really fast, didn’t they? I’m sure that like me, most of you are still processing what all this means –...

14 Ways To Enable Digital Customer Experience Transformation

Customer experience leaders are documented to have greater top- and bottom-line growth than those who haven’t made customer experience transformation a priority. For those who...

The 6 Customer Experience Rules Banking Leaders Follow… That Any Business Can Learn From

No matter who you are or what your financial needs are—consumers and businesses alike—you need an institution to help you manage your money. From...

Proper CX Governance: Eating Your Customer Experience Vegetables

Humans like rules — when they apply to someone else. But sometimes they’re necessary for us all; without them, even the best of intentions...

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