Michael Hinshaw
Michael Hinshaw
Michael Hinshaw is president/CEO of McorpCX, a customer experience company helping companies radically improve business performance by transforming how they interact with their customers. A mentor and teaching fellow at UC Berkeley's Haas School of Business, Hinshaw is also co-author of the best-selling book Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive, and How to Be One of Them.
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...
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...
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)...
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...
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...
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...
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...
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...
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 –...
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...
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...
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...
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,...
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,...
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...
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...
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,...
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...
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...
Don’t Delight Your Customers. (?!)
Once more with feeling: Satisfaction doesn’t lead to loyalty. We’ve seen (time and again) that customers who are satisfied are anything but loyal. I wrote...