Michael Hinshaw

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 leads to good CX and vice versa. The fact is, employee experience is too important to overlook. That's as clear to...

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 – and how COVID-19 may affect you, your families, your day-to-day life, and your job. Small consolation: none of us is alone...

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 have made CX a priority, the customer and business imperative of enabling and consistently delivering "digital-first but not digital-only" multichannel...

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 national, regional, and community banks to Credit Unions and “non-banks,” there’s no shortage of choices. But even as banking services become...

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 can fall apart. When it comes to implementing customer experience (CX) capabilities in an organization, human nature and our ability to...

The CX Innovator’s Honor Roll: The Companies That Inspire CX Pros

Everybody needs a role model, right? Individuals succeed primarily because they pick someone they admire, follow their example, and eventually become role models themselves. But here’s the thing: businesses need role models, too. Industries evolve constantly, and this is definitely true of customer experience (CX)....

How to Define Your CX Strategy and Link it to Execution

What exactly is a customer experience strategy? Spend any time online trying to answer this question and you’ll see how easy it can be to become overwhelmed with well-meaning but (in some cases) radically misinformed customer experience strategy definitions. The issue isn’t that the answers...

Customer Experience Analytics and Tracking: CX Metrics 101

In today’s digital-first-but-not-digital-only, customer-centric world, customer experience (CX) has quickly emerged as a critical differentiator for 9 out of 10 executives. But while many organizations are taking important steps to deliver on the promise of CX, they’re also challenged with measuring customer experience and...

Customer Experience Management (CXM): The Best-Practice Capabilities of CX Leaders

As ever-greater numbers of organizations embrace the age of the smart customer, you might expect Customer Experience Management, or CXM, to be a well-understood term. After all, like ‘customer experience,’ it’s used a lot. However — also like customer experience — it describes many...

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 can fall apart. When it comes to implementing customer experience (CX) capabilities in an organization, human nature and our ability to...

How to Define Your Customer Experience Strategy and Link it to Execution

What exactly is a customer experience strategy? Spend any time online trying to answer this question and you’ll see how easy it can be to become overwhelmed with well-meaning but (in some cases) radically misinformed customer experience strategy definitions. The issue isn’t that the answers...

Customer Experience Analytics and Tracking: CX Metrics 101

The Importance of Measuring the Customer Experience In today’s digital-first-but-not-digital-only, customer-centric world, customer experience (CX) has quickly emerged as a critical differentiator for 9 out of 10 executives. But while many organizations are taking important steps to deliver on the promise of CX, they’re also...

Customer Experience Management (CXM): The Best-Practice Capabilities of CX Leaders

As ever-greater numbers of organizations embrace the age of the smart customer, you might expect Customer Experience Management, or CXM, to be a well-understood term. After all, like ‘customer experience,’ it’s used a lot. However — also like customer experience — it describes...

How “3-Dimensional” Customer Personas Radically Improve CX Design

Customer experience design professionals have recognized the power of customer persona for years. Unlike customer or audience segments—used primarily for marketing, sales activities and data management—personas are fictional characters used to design things that real customers will actually use, and yes, even love. Whether defining...

Fall in Love With Your Customer’s Pain Points—Not With Your Solutions

It’s human nature to fall in love with your solutions. It’s also a common pitfall for business leaders, entrepreneurs, and those responsible for improving customer experiences. Don’t. Because the implications of this mindset are significant. Remember New Coke? Qwikster, from Netflix? And what about Barnes…

Successful Customer Experience: 3 Critical Things CX Leaders Get Right

When we look at customer experience leaders today, it’s not surprising to find they have a number of things in common. From a macro level, we see that many of the individual strategies and tactics these leaders deploy roll up to three high-level areas...

Getting Customer Experience Strategy Right: Best Practices of CX Leaders

Customer experience is clearly a key focus area for the majority of executives across a broad swath of industries, regions and company sizes. This probably isn’t a surprise to anyone reading this article – after all, research shows that nearly 9 out of 10...

Failing Your Customers Can Help You Serve Them Better

Hey, we get it – nobody wants to fail. But the hard truth is that failure is a fact of life. We try, get knocked down, and pick ourselves up to try again. We hold the ‘dust yourself off and get back on the...

How Best-In-Class CX Leaders Get There: The Customer Experience Value Chain

For the last several years, improving customer experience has been rightfully viewed as one of the most important things any organization can do to drive value. In fact, the phrase is used with the same reverence (and lack of clarity) as words like “strategy,”...

Six Common Customer Experience Strategy Pitfalls

For any organization striving to significantly improve customer experience, they need a plan to do so. That’s because the ability to design and deliver great customer experience doesn’t “just happen.” It’s planned. Which is where a customer experience strategy comes into play. Your...

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