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Michael Hinshaw
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Do you remember when a visit to a store was the only direct interaction a business might ever have with a customer?
Pricing and brand reputation: What's a marketer to do?
If you want to thrive, having a great product or service is simply not enough. #cx
“Prime Day has been exciting so far.” -Amazon. [Proof that even Amazon suffers from disconnects sometimes...] #cx
It Hurts So Good: Embrace Customer Pain to Improve Experience #cx
Companies today are on a journey from digitization 1.0 to digitization 2.0. This means...
You've got a lot of work to do if you want to earn the trust of consumers...
Big Data enables decisions to be made with the confidence that they are backed by statistics.
A lesson in relevance. "It’s so weird how something so big and so great all of a sudden just vanished…"
54 Years Of Internet History In One Timeline [This is pretty cool...]
How Customer Experience Leaders Can Close the Gap Between Insight and Action - Smarter With...
Retweeted by Michael Hinshaw
"Retailers still struggle to optimize their mobile experience for greater engagement and purchase..." #cx
When it comes to #cx, there is always room for improvement...
Maximize your team’s success by finding and channeling your inner Cosimo. #eex #cx
These words have been rendered meaningless to the point where a whole generation questions their fundamental value...
Reading: "Why A Store You've Likely Never Heard Of Hints At Retail's Future"
Bad decisions often come from hard work, complex mathematics, and smart people making mistakes...
Innovate by Understanding Customer Needs #cx
3 Ways Your Customers Have Changed (And one that they haven’t changed at all...)
How the NFL takes loyalty and brand advocacy to a new level with fan engagement... #cx
How the “power of the crowd” can help you deliver on a differentiating customer service strategy. #cx
Experience Blueprinting: How to get started... #cx
How #IoT Changes the Company-Customer Relationship…
“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

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