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."
What Is Your Customer Relationship Lifecycle?
For your customers and prospects, your customer relationship lifecycle is the basis for their experiential "journey" with your brand–from awareness of your company or...
Must You Have ‘Executive Support’ To Begin Customer Experience Improvements?
I was reading a LinkedIn discussion started by a medical products company officer looking for advice on starting customer experience improvement. She kicked things...
Yes, Customer Experience Matters In B2B (A Lot)
Last week, I came across Bridget Fletcher's CMO.com article "B2B Is the New B2C." Fletcher noted the parallels she saw in B2C and B2B...
You Say Your Customers Are Satisfied? Uh-Oh
If your customers say they're satisfied–and you use this as a way to measure business performance–then the more satisfied customers you have, the bigger...
Can You Measure The Value Of A Single Touchpoint?
Customer experience is the result of a series of interactions between your company and those you serve. These interactions–the places where your brand interacts...
Is That Big Data In Your Pocket? Or Are You Just Happy To Have New Customer Insights?
At this point, most of us are aware that the "Era of Big Data" is upon us. The phrase was coined to describe the...
It’s Your Life. Isn’t It Your Data?
As I discussed in a recent post on the era of big data–and as most of us intuitively know–today's customers leave ever-larger digital footprints...
A Remote Control For The World
Today, just more than half of us are using our smartphones to interact with the digital world. It's second nature to send email, tweet,...
5 Ways Your Company Can Think Like a Start Up (and Get Closer to Your Customers)
Customer-centricity is generally agreed to be the conscious decision of a company to (really) focus on the needs and behaviors of its customers. This means...
Digital Experience: The New Heart Of Customer Engagement
We all know (don't we?) that digital experience is being driven by the many disruptive forces changing the face of the world around us....
15 Ways To Better Serve Smart Customers
Smart marketers always put their smart customers front and center. Following are the top customer-centric strategies for doing so that we've highlighted throughout the...
5 Lessons Your Company Can Learn From The Cupcake ATM
Earlier this year, Los Angeles-based cupcake bakery Sprinkles launched the cupcake ATM in its Beverly Hills location. The cupcake ATM is a 24-hour-a-day, seven-day-a-week...
Why Customer-Centric Companies Should Welcome Smart Customers
We all know that smart, digitally empowered consumers research, connect ,and purchase online with laptops, tablets, and smartphones without a second thought. After all,...
Don’t Be Stupid: Keep It Super Simple
A recent Corporate Executive Board study indicates that customers of companies that focus on simplifying customer experience are 86 percent more likely to follow...
Why ‘Sorry, We’re Closed’ May Close You Forever
Yesterday's customers were future-oriented. "When can you get this to me?" they asked. Prices were fixed, customers came to you, and you had plenty...
What Your Company Can Learn From Tesco And Peapod
You know the relationships between your customers and your company are changing. Driven by digital disruption and radically increased expectations for easier and more...
Customer-Journey Mapping: 10 Tips For Beginners
Most executives know the importance of becoming more customer-centric. They're also aware of the increased significance of differentiating on customer experience as competitors focus...
How Customer Experience ‘Top Performers’ Get There: Outside Expertise
Why is customer experience improvement such a hot topic? Because it significantly drives revenue. Directly tied to increased customer loyalty and a proven driver...
Customer-Centric Companies, Rejoice! The Era Of Big Data Is Upon Us
Every time your customers interact with a Web site, a record of their actions is created. Each time a digital device is used, a...
Six Steps To Customer Experience Improvement (Part 2)
In a world of rapidly evolving smart touchpoints and even smarter customers, no business can afford to stand still. In fact, the pace of...