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Michael Hinshaw

True #McKinsey #CX quote number 3, and the link to the article / case study bit.ly/2nzrkGt
Another #McKinsey #CX #CustomerJourney piece of wisdom that I've seen happen for clients first-hand....
Catching up on my reading with a great batch of #McKinsey #CX articles. Some nuggets of wisdom include.....
Avoid the seven deadly sins of #CX transformation. Very important read for naysayers & supporters alike. bit.ly/2p2e40z
#Technology development and #Innovation aren't synonymous: frequently, they compete for $'s. #DigitalRelevance accntu.re/2nehz21
Watson, Einstein, CPQ...with AI supported predictive analytics, we welcome the era of iCommerce. bit.ly/2puIDtk
4/4: Read it, well worth the time. "How Technology Hijacks People’s Minds " Pick up tricks/respect your customers. bit.ly/22qtSEH
3/4: "But the closer we pay attention to the options...the more we’ll notice when they don’t actually align with our true needs." ...
2/4: "By shaping the menus we pick from, technology hijacks the way we perceive our choices and replaces them with new ones." ...
Effing brilliant post! 1 of 4: "Magicians give people the illusion of free choice while architecting the menu so that they win." ...
The up- and down-sides of #IoT proliferation, and how to orchestrate for success. gtnr.it/2m1Lagq
"#Data and #Analytics Empower Modern Marketers" sez #Gartner, both critical to the customer-centric mindset. #CX gtnr.it/2pbTUP9
In case you missed it the first time around...... twitter.com/MarkB8x8/statu…
The four customer experience practices every business should follow by @MichaelHinshaw mycustomer.com/community/blog… #cx
Retweeted by Michael Hinshaw
"A Wise Leader Makes Customers 'Sweat' with a Reason" > Thought-provoking read, well worth the time. bit.ly/2nhHLpD #CES #CX
Name that $$$ company: "Something where you can type someone's name and find out a bunch of information about them." on.inc.com/2odppHE
#Slack tracks (and promotes) interdisciplinary communication. Stay agile, cross pollinate, break down those silos! bit.ly/2nsFNV7
"Day 2 is stasis. Followed by irrelevance. Followed by excruciating, painful decline. Followed by death. And that's why it is always Day 1." twitter.com/TemkinGroup/st…
"We buy on emotion & justify with logic yet we sell to Mr. Rational & ignore Mr. Intuitive." U intuited that, right? bit.ly/2oPNpDH
"Wasted time is the goldmine of the digital competitor." And insulting to your customers! If you need convincing: bit.ly/2ock2J0
Kicking kids off a flight for leggings; dragging a man off for not "voluntarily" giving up his seat... There's within the law & #CX. Oh #UAL
Now on Huffington Post: Getting Customer Experience Strategy Right: Best Practices of CX Leaders huffingtonpost.com/entry/58ee8e37…
"What a Great Digital Customer Experience Actually Looks Like" from @HBR bit.ly/1HD5yny #CX #ROIofCX #DigitalCX
If the value and urgency of a #CX strategy is clear, what’s keeping orgs from pushing full speed ahead? New post! bit.ly/2oVIPEH
Tracing branding's millennia-old history points to an ominous future. I come from #branding so find this fascinating bit.ly/2dlczGL
Today thou shalt read The 10 Commandments of Customer Experience as laid out by @annettefranz bit.ly/2og0ju4 .... twitter.com/annettefranz/s…
Predictive Analytics: A Definitive Guide for #B2B Marketers (and why data is king). Sexier than it sounds! #CX nerd bit.ly/2m0ap2L
Are your contact channels embedded in different, disconnected databases? Data Unite to the cause of the customer! bit.ly/2oADP7Q
As long as I'm on a data rant... "66% of US companies lack a coherent, centralized approach to #dataquality." bit.ly/2lOzEnZ
Poor data quality destroys business value. Poor data quality destroys business value. Poor data quality destroys... gtnr.it/2iuCBoj
Boning up on my leadership skills, reading this @HuffPost article from software visionaries & founders of Workday. huff.to/2ndGwuB
Once again, Amazon leads, everyone else follows: new PXM (Pet Experience Management) app. Woof! youtube.com/watch?v=fdhxzq… via @YouTube
What I'm reading: David & Goliath culture gaps btwn large orgs & small startups = $1.5 trillion in lost opportunity accntu.re/2mVjfes
A companion piece to my recent post on failure from @Loyalty360 bit.ly/2nwpFli (& if you missed mine, bit.ly/2nXihhT #CX)
RT @tedbauer2003 Wait. 95 percent of employees often don’t understand the strategy of the company? Not good. bit.ly/2nix1ey
"....and the world will beat a path to your door." bit.ly/2ng5N57 #CX #VOC
Hah! @dunnjer1 @customerthink "To paraphrase Ralph Waldo Emerson, build a better way to watch movies, buy razors or choose a mattress...."
2017 Digital Trends "Disruption has progressed from infrequent innovations to a constant surge of change" #AdobeChat adobe.ly/2n7pSg8
Walk the talk! "Empty words breed disillusion, distrust, disgust, and departure." bit.ly/2mO487p #CX #CXP #CustomerExperience
Does friction = the opp to create a meaningful experience? Not sure about this premise, but an interesting theory. bit.ly/2mzwnWA
Hey @thebrandbuilder, since a picture's worth a thousand words, not so useless if it helps people get it! twitter.com/thebrandbuilde…
Digital Customer Service or a Human Touch? This isn't an either/or question. bit.ly/2mKLPQp
So true! RT @CrisPopenoe "For every complex problem, there is a solution that is simple, neat, and wrong." - H.L. Mencken #quote
Failure is the foundation upon which tomorrow's successes are built. And in #CX? Failure is vital. New blog post: bit.ly/2nXihhT
"B2B customers rate their experiences lower than the worst experiences they have as consumers." So, how to fix it? bit.ly/2mYj1FN
Did you catch my recent interview with Microsoft Partner Network on the importance of the B2B Customer Experience? #CX twitter.com/msPartner/stat…
Be the Madonna of your industry with a little digital ambition, transformation, and reinvention. bit.ly/2l2LIk8
 
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