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Michael Hinshaw

Reading: "Creating the Consumer-Based #CX for Programmatic" huff.to/1Xpxo2v
With only one satisfaction point at stake, #tech firms must progress from disruption to disrupting. bit.ly/1UzlmNO #cx #nps
Don't want to read Mary Meeker's full report on internet trends? Here are 5 takeaways… for.tn/1Uzljl5
We talk a lot about customer-centricity. And then, you have the anti-customer model… (which never works). bit.ly/1WXlfBH #cx
The excitement and insights that a typical customer journey mapping workshop delivers continues to amaze me... bit.ly/28PATP6
True digital transformation requires deep, fundamental changes. And they probably won't be easy. bit.ly/1RO1NPR
Disrupt or be disrupted. The time is now for #finsvcs firms to pay close attention to the digital wallet... tcrn.ch/1XpvX4b
The ways customers interact with and think of your #bank is changing -- dramatically. bit.ly/1Xpw7Z8 #cx
RT @Genesys Do You Need a Credit Check On Your #Outbound Customer Engagement? gsys.co/UgRh3011xZC #finsvcs #cctr #mobile
With the acquisition of @PersonaDrive, @McorpCX makes improving #cx faster & easier for customer-centric companies. bit.ly/1V2zI9w
Did you hear? @McorpCX acquired @PersonaDrive Inc. This means simplified persona management for #CX leaders! bit.ly/1V2zI9w
You are not a trusted advisor & #bank customers are not loyal. Look to #cx transformation to turn things around. bit.ly/1XpwEKw
How is a #creditunion different? Hint: it's all about the #cx. bit.ly/1Xpv5wq
You want to get ahead of the digital curve? Start by breaking down your silos. bit.ly/1XpwByk #bank #finsvcs #creditunion
Do customers have more money on thier @Starbucks cards than on deposit with your #bank? bit.ly/1XpvjDM #loyalty
Are you sure your #loyalty program is actually working? bit.ly/1XnwKTc
Has the time come for truly engaged #marketing, or is it still too soon? cmo.cm/1UzmOzG
Satisfied doesn't mean they won't leave… bit.ly/1Xpv2Rg #bank #cx #loyalty
Where do most #loyalty programs fall short? Sadly, almost everywhere. bit.ly/1XnwKTc
With $405B at stake, #cx and #digital had best be at the forefront of your mind. bit.ly/1UydX16 #finsvcs #bank #creditunion
Traditional thinking isn't always the best thinking when it comes to #CX transformation. bit.ly/1UxBdMI
Interesting points via @McorpCX #Mobile is still no.1 priority for marketers considering #omnichannel. mcorpcx.com/avoiding-the-o…
Retweeted by Michael Hinshaw
Reading: "A Split Screen: Online Information and a Human Touch" onforb.es/1XegcNi
Looks like curbside pick-up isn't quite as #cx friendly as you'd think… trib.in/1XegvaK
For retailers, consumer attention proves to be the best thing since, well, sliced bread. cmo.cm/1XchuZ0
Thanks for joining the @McorpCX #CXdesign discussion. Questions? I'd love to chat. bit.ly/1UpNSBt twitter.com/McorpCX/status…
#CXdesign #webinar starting now! If you didn't register, you can request an archived copy here: bit.ly/1UoYLU6 #CX
Perhaps US retailers have been looking at mobile payments the wrong way. trib.in/1XcgiFg
Join me tomorrow, as I reveal some of my best insights to help you better understand #cx design... bit.ly/1UoYLU6 #webinar
Reading "The Dirty Little Secret About Digitally Transforming Operations" bit.ly/1X0cYNp #b2b #cx
As if competing with Apple (bit.ly/1WZ5ABU) wasn't enough, now you're competing with @Uber. bit.ly/1RO2ybC #cx
Smart firms embrace customer-centric model. Others, well... cmo.cm/1Zdoenr @MichaelHinshaw #CX
Retweeted by Michael Hinshaw
Beware the “Anti-Customer” model... bit.ly/1WXlfBH /via @McorpCX #cx blog
If you respect them, they will come [back]. bit.ly/1WlUVRj
@McorpCX stands out...for the depth of its capabilities in #CX design and customer insight.” -@ALMIntelligence bit.ly/1WQFPUe
Struggling to succeed an age of increasing digital disruption? You may want to read this report by @ALMIntelligence bit.ly/1WnFWGZ
Remember – the companies delivering outstanding #cx are the ones delivering great employee experiences, too. bit.ly/1OlXKKg
A good relationship is one of the strongest drivers of customer satisfaction in B2B. bit.ly/1OlXJ9g
Reading: "Comparing Perceived Value Drivers For Employees and Customers" bit.ly/1OlXETa
Sure, your employees can totally deliver value added customer service & shareholder value--if you allow them to. bit.ly/1WlUEhm #cx
When--and how--to let go: 5 guidelines for reframing customer relationships. bit.ly/1ywvmfm #cx
What drives customer loyalty? If you said customer satisfaction, you may want to read this… bit.ly/1WlUyGx
How to ensure that employees care enough to deliver a good #cx in every interaction? 2 words: organizational buy-in. bit.ly/1OlXiM5
Customer loyalty & advocacy requires employees understand their role as #cx stakeholders & drivers. (It's huge.) bit.ly/1WlUcQ4
Reading: "Becoming the Amazon of Banking" bit.ly/1SAlYHO #cx (Déjà vu? Read my Article in Western Banker bit.ly/1OlWLK9)
It's not customer journey mapping without your customer! (Doi.) bit.ly/1LssbQU
Credit unions (& banks) fail because they keep doing things the way they've always done them. Never works. bit.ly/1OlWo29 #CUNAACUC
Banks need to manage the customer journey differently if they expect to improve multiplatform #cx. bit.ly/1WlTxxX
When it comes to innovation, some smaller banks have the upper hand. Surprised? You won't be, when you read this... bit.ly/1Sf3o82
 
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