Michael Hinshaw

8 customer service strategies you can steal from Amazon

Since its founding 22 years ago, Amazon has reached near mythic status for its superior service and customer experience. Says company founder and CEO Jeff Bezos: “I would define Amazon by our big ideas, which are customer centricity, putting the customer at the center of...

Understanding the ROI of Customer Journey Mapping

Customer journey mapping is, understandably, a pretty hot topic. Not just for customer experience professionals, but for all businesses. It’s easy to see why. As a proven framework for helping drive greater customer insights and improving internal...

Customer Journey Mapping Hypecycle

Customer Journey Mapping Many of us are familiar with Gartner’s “hypecycle,” representing the maturity, adoption and social application of specific technologies. At core, the hypecycle is all about helping people understand what’s real – and what’s hype – when new ideas come along that make...

Six Ways to Drive a Radically Better Customer Experience

At heart, customer experience improvement is all about finding those places in the experience where pain exists, and where customers feel that their expectations aren’t met. The art of finding these places and fixing them is at the heart of the discipline of customer...

Case Study: Delta Airlines – When Digital Customer Experience Goes Bad

There’s little debate as to the critical nature of getting digital customer experience right. There isn’t a customer experience professional, IT leader or shareholder-focused senior executive that doesn’t get it. We all know it’s dramatically changing the ways companies need to deliver on customer...

Five Questions Customer Experience Professionals Are Asking Today

Everyone is talking about customer experience. What it is, why it’s important, how to deliver and how to improve it. Everyone, it seems, has an opinion. Which is why I thought you’d be interested in hearing what the experts are wondering about. These are the...

What Customer Experience Does–And Doesn’t–Mean

Given the prevalence of “customer experience” as a desired competitive differentiator, business discipline, and value driver, you’d think it would be easy to define–and that a common understanding of what it means would be immediately at hand. Think again. Today, customer experience is used with...

The Joys of Customer Journey Mapping

I’ve been doing this work for over 15 years and still — the excitement, insights, and team-building that a typical customer journey mapping workshop delivers continues to amaze me. They are a typically rare opportunity to bring a cross-functional team of Subject Matter Experts (“SME’s”)...

What Customers Want from Loyalty Programs

We know that customers are more demanding and have higher expectations than ever. And since most corporations are working hard to better serve these smart customers, it’s no surprise that many are zeroing in on loyalty programs as a way to create stronger relationships,...

Bad B2B Experience? The “Anti-Customer” Model

We spend a lot of time talking about the value of things like customer centricity, transparency and the importance of designing and consistently delivering great customer experiences. Why? Yes, because it’s what we love and are great at… but it’s also that it helps...

Implications of a Customer-Centric Strategy: 7 Takeaways

In this fast-changing world of smart, increasingly demanding and dis-loyal customers and the ubiquitous digital devices they and we all enjoy, one thing is clear – the entire relationship between customers and the companies that wish to serve them has changed. It used to be...

Avoiding the Omnichannel Gap

“Omnichannel” is quickly catching up to “customer experience” (CX) when it comes to being widely accepted as a strategic Holy Grail in the era of smart customers. Just as with CX however, there’s lack of clarity about what this actually means, and even greater...

Patient Experience Innovation: 5 Disruptive Examples

According to PwC, more than half of consumers want to shop for healthcare…but their preferred method of doing so doesn’t exist yet. In an age where most people have “always on, wherever, whenever and however” access to information, products and services across industries, when...

Should Your CIO Drive CX?

What every CIO must know to bridge the customer experience technology gap… A couple of weeks ago, we published a white paper titled “What Every CIO Must Know to Bridge the Customer Experience Technology Gap.” Unsurprisingly, we reached out to our database and others to...

The Real Value in Voice-of-the-Customer? The Customer Experience.

Customer experience: powered by Voice-of-the-Customer Most executives recognize that customer experience is important to their business. In fact, Gartner Group says that 89 percent of companies expect to be competing primarily on customer experience… as of now (better hurry). To compete on customer experience, companies…

Better CX: Understanding (and Breaking Down) Cross-Org Silos.

Why marketing (and Sales, Operations and Support…) can have a hard time seeing the “big picture.” Managing the customer experience is often thought of as the domain of those parts of the business that deliver the experience. Those with the greatest intimacy or connection with...

Customer Experience Improvement: 7 Best Practices

With much of the online conversation taking place around customer experience innovation, it almost feels like everyone is focused on customer experience as way to ‘make a dent in the universe’ as Steve Jobs so eloquently put it. Unsurprising, as Forrester Research Inc. reports...

Defining Customer Experience

Given the prevalence of “customer experience” as a desired competitive differentiator, business discipline and value driver, you’d think it would be easy to define – and that a common understanding of what it means would be immediately at hand. Think again. Today, customer experience is...

Insurance Customer Experience Innovation: 5 Disruptive Examples

Today, virtually every industry is ripe for disruption. The $3.7 trillion insurance industry is no exception. In many ways a perceptually commoditized business, those companies that win – like the famously customer centric USAA – are those that create differentiation through the experiences they...

The three things you can do to deliver a better customer experience.

Every journey begins with a single step. When it comes to improving customer experience, the first step in your journey can be a simple one. Just ask yourself: “How can we make this experience better?” There’s little doubt that the broader discipline of customer experience...

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