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Michael Hinshaw
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“Stories are the most powerful delivery tool for information, more powerful and enduring than any other art form.”
“If you take care of your employees, they will take care of your business.” -Richard Branson
Gut Check: Are You Using Social Media for Customer Insights? #cx
How the “power of the crowd” can help you deliver on a differentiating and efficient customer service strategy.
Don't overlook the impact of employee journey maps. Employee experience is tightly aligned with customer experience. #journeymapping
Are your customers' interactions with you easy, enjoyable and effective? #journeymapping
Anyone in your organization can drive #journeymapping efforts.
Prioritize the biggest impact, lowest cost changes first. #journeymapping
Only 11% of customer-related decisions depend on data to inform those decisions. #journeymapping #fail
Tips for mapping: have clearly defined goals, use the info to improve, use the map to drive change. #journeymapping #customermojo
Retweeted by Michael Hinshaw
#Journeymapping allows you to take a deeper, more empathetic look at what your customers think and feel.
What creates a competitive advantage today? It’s more about experience than things like pricing. @MichaelHinshaw #JourneyMapping
Retweeted by Michael Hinshaw
Customers’ expectations of the #cx drive how they feel about it. #journeymapping
Is customer experience management futile without an employee engagement strategy? #cx #eex
"Five Lessons for CX Execs From The Port Authority of NY&NJ and Uber." by @MichaelHinshaw on @LinkedIn…
Improve Customer Experience, and Align the People, Processes and Technologies that Support It | McorpCX
No business can afford to regard #cx excellence as just a feel-good slogan.
Thanks to @taylorswift13 for the reminder that any company, in any industry, can fall victim to disruption.
Five Lessons for CX Execs From The Port Authority of NY&NJ and Uber.
Customer experience set to lead to “significant business model changes” - #custexp #custserv
Retweeted by Michael Hinshaw
“Better understand your customers and their needs to remove friction from customer experience” @MichaelHinshaw #ISCNewYork #innotribe
Retweeted by Michael Hinshaw
What if Lego bricks didn't just exist in the boring old real world?
Why Panera May Be The Most Influential Brand Right Now
The possibilities around #bigdata are massive, but they come with some very serious questions...
A paint job can't hide reality: HSBC, Malaysia Airlines and the challenge of rebranding
Are you Listening to the Voice in your Customer’s Head? You should be; find out why-
Retweeted by Michael Hinshaw
Don’t Delight Your Customers. (?!)
Do the benefits in building camaraderie simply mask the negative effects on work performance? #eex
To improve the customer experience, start with the employee experience.
Retweeted by Michael Hinshaw
"Customer experience is the new brand."
"We're mad as hell and we're not not going to take it anymore. We have options, and they don't include you..." #cx
Journey Mapping 2.0: Improve Customer Experience, and Align the People, Processes and Technologies that Support It
What to do in a world where it's easier than ever to disappoint and much harder to please? #cx #cex
State of Management: How Bureaucracy Will Ruin Your Company
One of the main factors in loyalty is unsurprising, and as logical as it is emotional...
“We need employees who can think, not just follow orders.” #eex #cx
Reading: "Zappos and the Connection Between Structure and Strategy"
Stephen Shay's expertise as a customer experience executive in a global technology leader is a significant asset.
Humans aren’t spurred to purchase because of a catchy slogan...
Use #BigData and #IoT to go beyond the transaction to every detail of the customer experience.
"For every customer failure, brands lose 65% of revenue from the impacted customer in the following year..."…
CXplained: What’s a Multimodal Customer Experience? - The CX Report
Retweeted by Michael Hinshaw
Read: "What You Missed at Finovate: Social Banking Experiences" on @LinkedIn…
“It’s a bit naive to think that all your potential customers will come knocking at your door.”
Despite What Zappos Says, Middle Managers Still Matter /via @HarvardBiz #eex
Not easy, but essential... Structured processes help to ensure innovation is repeatable and sustainable.
What do you think is happening to your customers' expectations, as more and more companies focus on improving #cx?

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