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Michael Hinshaw
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New Whitepaper: Act SMART: A 5-Step System to Better Anticipate, Meet, and Exceed Customer Expectations
Make the Internet of Things More Human-Friendly #IoT
Whitepaper: Proving the ROI on CX
Slide Show: 8 Tips To Smooth The Road To Digital Transformation
Customer Experience Innovation? I do not think it means what you think it means…
Finding the #ROI of Customer Experience: It's Out There If You Look for It #custexp #cex #cx
Can new #CMO Steven Overman develop relevance for @Kodak?
The counter-free #bank branch... Too much, too soon?
Omnichannel Beyond Retail - Great article by @micahsolomon #custexp
"A successful man is one who can lay a firm foundation with the bricks that others throw at him." -Sidney Greenberg
Thanks for the mentions @CXpert and @NicoleMatejic - much appreciated!
RT @TwitterSmallBiz Attn. Bay Area Businesses: Get ready for the holidays by attending #SmallGoesBig workshops 10/28.
First, make sure it's not broken - then you can make it pretty.
In the words of Forrest Gump's mama, "Stupid is as stupid does."
Reading: "How to Get Your Employees to Speak Up" /via @HarvardBiz
RT @AspectSoftware: Good insights, #cex is a culture - Will the Rightful Customer Experience Owner Please Stand Up?
How Retailers Are Transforming the Shopping Experience /via @AngelaHerrin @HarvardBiz
MENGonline : Customer Journey Mapping for a Better Customer Experience #cex #cx
Great Customer Service Doesn’t Equal Great Customer Experience
Thing don't always manifest as originally predicted - but the physical web? Nailed it.
Change does not start with technology. It starts with realization that you have to change.
Fortune-Tellers, Step Aside: Big Data Looks For Future Entrepreneurs : All Tech Considered /via @NPR
Reading: "A New Era for Search: Zero Moment of Truth Now Defined by Shared Customer Experiences" /via @briansolis
Win over fickle customers and make them love you for life...
4 Tips For Turning Online Shopping Into A Real Experience #cex #cx
RT @LisaMylocopos: Excellent Read -> In the Social Age: Customer Experience Must Come First #cx #cex
Designing a #VoC Program: Beyond Customer Listening to Customer Understanding
One of the last ways in which it's still easy to best your competitors... #cx #cex
Large-scale change is hard, but not impossible.
The corporate brand serves as a valuable common bond that transcends trends and times.
“The power of imagination makes us infinite.” - John Muir
Retweeted by Michael Hinshaw
The players may change, but the game remains the same... #loyalty
5 Ways @amazon Has Changed How Everyone Thinks About Customer Experience #cx #cex
Whatever you have, know who needs it before you go to market. Even if you’re giving it away.
Stop pretending you know your workforce and get real insight. Here's how...
Listen - a lot. Then, respond and act - intelligently.
How you can better meet customer expectations through a cross-channel customer understanding... #cx #cex
6 things that have the potential to completely transform the relationship between consumers and the companies... #crm
RT @kentjlewis The Driving Forces Behind 10 Years of Storytelling [Infographic]… /via @MarketingProfs
We are currently undergoing a mass extinction of businesses. @Mallikarjunan #Inbound14 #DisruptiveInnovation
Retweeted by Michael Hinshaw
Does Intangibility Make Service Innovation More Difficult?
Marketing-inspired word-of-mouth generates more than twice the sales of paid advertising...
RT @DonPeppers: How are customers different, actually? From a business perspective, there are really just two ways.
Would your customers pay you to provide feedback? @DinnerLab figured out a way to do just that... #cx
That mystical, magical thing that clients demand and suppliers promise...
Don’t Cast A Wide Net, Build the Pond #cx #cmo
Reading: "Getting Cross-Cultural Teamwork Right"
Undertake a different form of research to discover hidden customer wants and needs.