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."
The Growing Company Advantage: Smarter Customer Experience
It's surprising how many large companies seem to get further and further away from the things that made them successful in the first place...
Why Understanding Your Customers is the First Step to Delivering a Better Customer Experience
There are myriad reasons why companies treat customers poorly. One of the most common, costly – and most easily resolvable – is a lack...
Differentiating on Customer Experience: Steps to Take Today
Picking up on my last post of 2010, customer experience isn't defined by your company, but by how your organization is perceived by your...
Customer Experience in 2011: The Penalties and the Payoffs
As the end of 2010 approaches, we've been thinking about the year ahead and – unsurprisingly – where and how we see customer experience...
Connected Devices Wreak Havoc on Retailers, Foreshadowing a New Era in Customer Experience (and Control).
'Tis the season…to get the best freakin' deal you can. If Christmas 2010 is any indicator, the average customer will have a great deal more...
Redefining Customer Experience: CRM, VRM and “Disruptive Technologies.”
Last Thursday morning, Bruce Kasanoff and I did a webinar for CustomerThink's Thought Leadership Webinar series titled "Disruptive Technologies vs. Customer Experience: What You...
Bridging the Brand and Customer Experience Gap
A couple months ago, Megan Burns of Forrester interviewed me for MCorp's inclusion in her recent research report titled "Market Overview: Enterprise Customer Experience...
When it’s time to transform customer experience, who needs to be “on board”?
When it comes to redesigning customer experience, the critical nature of "C-suite sponsorship" is beginning to sound like table stakes for starting the process....
Brand Strategy Gaps? Just Turn on CSPAN
What is a “brand gap”? Simply stated, it’s when – as a corporation – who you say you are doesn’t connect with the reality...
A Brand Experience Primer: Everything Matters
Organizations touch their audiences in many ways, with multiple interactions across multiple brand touchpoints. These touchpoints are all of the interactive, static and human...
Humility: A New Brand Attribute?
Last Friday, Toyota CEO Akio Toyoda apologized. To everyone. And he did it again on Tuesday, in the Washington Post. And again and again...
More on Differentiation: Building an Aspirational Brand on Today’s Brand Experience
The more similar competing organizations are, the more important any difference becomes. And when meaningful differences are difficult (or impossible) to find in a...
Touchpoints are powerful drivers of brand experiences and storytelling.
To understand the kinds of stories that are being told about your brand, start by examining the experiences your customers have each time they...
The New Language of Brand Experience: Can we (Pillow) Talk?
As the importance and power of brands – and the customer experiences they drive – continues to creep up the scale of corporate awareness...