Michael Hinshaw

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...

Customer Experience Requires Commitment, Not Compliance

Are your people truly committed to customer experience? Or just following orders? As organizations prioritize customer experience, they recognize the need to drive a shift from, for example, sales or product focused to customer-focused throughout their company. What this means varies of course by business,...

5 Customer Data Lessons You Can’t Ignore

Anyone who serves customers recognizes that a key to getting closer to them is to improve the customer experience you offer them. And that doing so requires a true understanding of what customers want and need, what they do, and how they do it. In...

The Future of Customer Experience: 10 Predictions for 2016 and Beyond

It’s always interesting to hear predictions and trends for the coming year. For 2016, I’ve elected to share my views on the (fast approaching) future of customer experience through the lens of other experts as well. As usual, this list isn’t comprehensive. Given the speed...

Millennial CX Gone Wild: The Marriot Room Design Edition

Millennials don’t work at desks? Really? Here’s the premise. It appears that Marriot is in the process of redesigning their hotel rooms for a millennial business traveler that doesn’t actually do much work. And/or, if they do, that they’re much more comfortable working from their...

The False Tradeoff Between Customer Experience and Customer Privacy

How would you answer if every company you dealt with asked you this question: “Which is more important to you? Customer experience, or your privacy?” If you’re a Millennial, you may not recognize the implied tradeoff. According to a recent Gallup poll, “44% of...

How 44 Years in Prison Can Influence Customer Experience Design

I recently watched a pretty remarkable video (which you can watch here on Al Jazeera) about Otis Johnson, a 69-year-old man released from prison in August 2014. Having served 44 years behind bars for attempted murder, his view of the technology-driven world we live...

9 Lessons for Customer Experience Champions

It’s a given that customer expectations have never been greater. Increasing recognition of this reality is a major driver of the increasing importance of customer experience in the boardroom. A hard right turn for many organizations, the mantra of “customer centricity” has become a...

Bringing Customer Insights Into Persona and Journey Maps

As you’re likely aware, the discipline of customer experience requires that organizations look at what it’s like to do business with themselves from “the outside in.” In other words, to walk in their customers’ shoes to understand from the customer perspective what works, and...

Customer Experience Hacks: Thanks for the call, Kyle…

This is a short tale of two recent service experiences with wildly differing results. So you know, my goal isn’t to bash Comcast – it’s just that they continue to provide text book examples of what NOT to do if you’re trying to improve...

Customer Experience Persona Power + 5 Success Factors

Meet Sasha “New MBA” Cruz. She’s 26 years old, a recent graduate from a top MBA program and about to move across the country for a new position in her high-tech company. And while Sasha’s situation – and her wants, needs and expectations – are...

Don’t Forget the Customer in Customer Journey Maps

Do you ‘listen’ to what your customers want or need? Sorry. But it’s gotta be said. Customer journey mapping requires that you actually bring the customer perspective into the process. While I’m glad that organizations are embracing the concept of customer journey mapping, I’m puzzled...

What CX Pros Can Learn from Leading Health Care Systems

As widely recognized as the importance of a better customer experience is, there’s less conversation around the cost of delivering that experience. There are two sides to this conversation. First, recognition that understanding your customers at a granular level is key to serving them, and...

Customer Experience is Mobile.

Don’t (just) listen to us on this; listen to your customers. As customer experience experts, we look at our client organizations from the outside in, through the eyes of their customers. As a result, we hear what customers across industries – B2C and B2B, retail,...

A Reflection on Fear in Customer Experience

The dark is not a comfortable place for a customer to be. It’s been a stressful week. We’re selling a vacation house on one lake, in hopes of buying one on another lake. A perfect situation, you’d think – an all-cash buyer, contingencies lifted but...

Align Business and IT for Better Customer Experience

Every company is a software company. Customer experience is a well-recognized pivot point that more and more organizations rely on as a competitive differentiator and enabler of growth. Not at all surprisingly, the experience customers have as they transact and interact with a business has...

Hard Facts About the Soft Side of Customer Experience: Emotion

The role of emotions will become clearer as brands recognize the importance of how customers “feel” about customer experience. We humans are not nearly as rational as we’d like to believe. In fact, behavioral economists – folks like Dan Ariely of “Predictably Irrational” fame and...

It Hurts So Good: Embrace Customer Pain to Improve Experience

No pain, no gain. We’ve all heard this gem. Typically linked to the concept of working out ‘till it hurts before you get any benefit, there is some truth to this. At least I hope so - the fact that I’m going through physical therapy…

Innovate by Understanding Customer Needs

What do your customers want to know? What products, services or experiences will entrance them? What services might our competitors bring to our industry - and can we get there first? Where are the best opportunities for innovation? In my experience, the best way to...

Embracing Crowd-Powered Customer Service

Mobile-led, digitally-driven disruption creates massive opportunity to raise the bar on customer experience – and service. We’re all aware of the increasing influence of digitally-driven disruption on our lives – changing the ways we and our retail and business customers find, purchase and use products...

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