Michael Hinshaw
Michael Hinshaw
Michael Hinshaw is president and founder of McorpCX, a customer experience company that helps companies radically improve business performance by transforming how they interact with their customers. Recognized on over a dozen "Top Global CX Influencers" lists and a mentor and teaching fellow at UC Berkeley's Haas School of Business, Hinshaw is also co-author of the best-selling books "Smart Customers, Stupid Companies" and "ExperienceRules!: The Experience Operating System (XOS) and 8 Keys to Enable It."
Six Steps To Customer Experience Improvement (Part 1)
There's no doubt: The race to differentiate on customer experience is on. In every industry, companies are trying to "get customer-centric" to stand out...
The Role Of Brand In Customer Experience
Fundamentally, your brand is made up of the network of associations among your customers, employees, management, and other stakeholders, as well as the feelings...
Smart Customers To Target And Other Retailers: ‘Quit Whining’
Showrooming is what happens when a consumer walks into a brick-and-mortar store and uses his smartphone to compare pricing, options, and availability online--buying the...
What’s A Company To Do When Its Customers Develop Superhuman Powers?
From his ability to fly to X-ray vision and other enhanced senses, Superman has among the best-known catalog of powers. Coming from another planet,...
The Future Of Customer Experience? It’s Getting Personal
No matter what business you're in, a growing percentage of your customers are nearly always connected, with instant access to more advanced tools and...
The Key To Customer Experience Is Customer Understanding
One of the most common barriers to being intelligent about customer experience is lack of customer knowledge or understanding. When we talk about segments...
Avoid Customer Experience ‘Fails’: 9 Tips from Generation Z
Part of the teen-to-young-20s vernacular, a "fail" is, among other, things "the glorious lack of success" and "something that is bad or poor at...
How Smart Are Your Touchpoints?
Touchpoints are increasingly interactive (and smarter). As with the many disruptive technological innovations that came before, the mobile Web and ever-connected "smart customers" who...
9 Ways To Be More Customer-Centric
Do you really want to be a customer-centric company? It sure sounds good. But if you're an established company with siloed data, lack of...
Are Your Touchpoints Pushing Customers Out The Door?
Every time your company or your brand interacts with a customer—online and off, in-person or not, between or about your organization and any member...
Must You Be Small To Be Customer-Centric?
As they grow, it's surprising how many companies seem to get further and further away from what made them successful in the first place—their...
7 Ways To Radically Improve (Reinvent) Customer Service In Your Industry
In 2011, a whopping 1 percent of consumers said their expectations of good customer experience are always met. Add this to the 89 percent of...
The Secret To Improving Your Touchpoints? Map ‘Em
In a company of scale, it's easy to allow a discussion of touchpoints to descend into paralyzing complexity; we regularly work with companies whose...
Don’t Act Stupid: 3 Ways To Act Smart, Beat Your Competitors, And Win More Customers
Today, even the youngest, most modest consumers have broadband Internet access, carrying powerful, interconnected mobile devices everywhere they go. This gives them access to...
Suck Less, One Touchpoint At A Time
What if you could undertake a single initiative–fix just one touchpoint that's not working as well as it should–and save your customers nearly 4,000...
The Heart Of Competitive Advantage In The Era Of Smart Customers
"Customer centricity" is a phrase (like brand, vision, or strategy) imbued with multiple potential meanings and open to wide interpretation.Those interpretations are often driven...
Customer Experience: Why Now?
Let's get right to it. For most companies, delivering a poor customer experience translates directly to lost customers and lost profits. Do not pass...
Instagram vs. Kodak: Smart Customers Sidestep Stupid Companies
When a pre-revenue company with about a dozen employees gets a $1 billion Silicon Valley payday, tongues wag. Did Facebook pay too much for...
Shouldn’t it be able to sense when you’ve gone to sleep?
About a week ago I was reading David Pogue's NY Times review of Jawbone's Up wristband, a $100 health monitor you wear on your...
Did You Know You’re Competing With Apple?
At MCorp, we've conducted customer experience research with thousands of customers for dozens of companies. Across the range of business buyers and retail consumers,...