Michael Hinshaw
How CX Leaders Craft The Right Strategy
Customer experience is clearly a key focus area for the majority of executives, across a broad swath of industries, regions, and company sizes.
04-11-2017
Failing Your Customers Can Help You Serve Them Better
Hey, we get it. Nobody wants to fail. But the hard truth is that failure is a fact of life.
03-22-2017
The Eye-Popping ROI Of Customer Journey Mapping
Customer journey mapping continues to gain both traction and increased relevance as organizations around the globe orient toward a more customer-centric way of doing business.
02-22-2017
6 Common Customer Experience Strategy Pitfalls
Organizations striving to significantly improve customer experience need a plan to do so. That’s because the ability to design and deliver great customer experience doesn’t ...
02-21-2017
11 Tech Trends You Can Bet Your Customer Experience Budget On
Today, nearly every customer experience in nearly every industry is driven or supported by ever more quickly evolving digital technology. The landscape is changing so ...
01-24-2017
The ‘secret’ to CX success: the customer experience value chain
For the past several years, improving customer experience (CX) has been rightfully viewed as one of the most important things any organization can do to ...
01-05-2017
A Digital-First Fail: Poor Customer Experience Design
With Thanksgiving turkey a distant memory—replaced by omnipresent holiday Muzak, elves, and the tinsel-laden decorations in nearly every retail storefront—the holiday season is officially in ...
12-24-2016
How Domino’s Disrupted The Delivery Game To Customers’ Delight
Seven years ago, Domino’s Pizza was struggling. With an all-time low in its share price, the company also ranked last in a 2009 survey of ...
12-03-2016
3 Ways Your Customers Might Hate You (And You May Not Know It)
Most companies at least try to serve customers well, even if some don’t succeed. But even the best-intentioned organizations can create problems for their customers, ...
11-19-2016
In Praise Of Incrementalism: A Customer Experience Lesson
I was listening to a Freakanomics podcast recently, titled “In Praise of Incrementalism.” It struck a chord with me on several different levels, not least ...
11-09-2016
8 Customer Service Strategies You Should Steal From Amazon
Since its founding 22 years ago, Amazon has reached near-mythic status for its superior service and customer experience.
11-05-2016
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.
10-06-2016
