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Michael Hinshaw

Patients are consumers; they know, expect, and deserve better from healthcare providers.
There is a cost to using data. And an even bigger payout if you take the time to develop a deep understanding of it.
How Apple wins at #customerexperience: By focusing on meeting customer needs first #cx
This holiday season, more than ever, you are competing with Amazon for consumers' attention, and cash. #digital #cx
"We need #banking, not banks." - Bill Gates. [Read this #pwc ebook on digital & #cxinnovation banking]…
10 trends that could shape the marketing industry in 2017...
Is customer experience really a priority for your company? I mean, your WHOLE company...
Transparency is a beautiful thing - for politicians and corporations... and top mom-bloggers, too.……
With the right frameworks in place and a willingness to listen to and learn from customers, improved #cx is yours.
The rise of predictive service experiences... Kudos to @Discover! #cx
Can Steven Overman create a Kodak moment for millenials?
Social media, memes, and appealing to a new generation of connected consumers...
Customer-centered handoffs are the key to excellent customer experience... #cx
How accurately do customers remember their recent experiences? #cx
"Today, virtually every industry is ripe for disruption. The $3.7 trillion insurance industry is no exception." #cx
Retweeted by Michael Hinshaw
#technology is changing the #CX landscape, nowehere is this truer than banking.…
A great look at how one clinic keeps up #CX perfection in “about a million” same day appointments a year…
Can you see past these 3 common organizational blindspots? #cx
Leverage more of what @amazon has learned works – and doesn’t... #cx #customerservice
Where should you be putting your effort to build stronger relationships with your customers? #cx
Understanding Brand Personality through Projective Techniques
Retweeted by Michael Hinshaw
Making your customer look good isn’t usually this literal, but the importance of the concept holds true... #cx
Customer journey maps aren’t the only way to improve #cx, but they are a good way to start...
There’s a lot more to improving customer experience than the creation of journey maps. #cx
7 Questions Digital Transformation & Customer Experience Leaders Are Addressing In Q4 Budget Season For 2017
Retweeted by Michael Hinshaw
Break your silos before they break your business... #cx
Engaged customers can, and do, help shape your brand. But is that enough?
How customers want to be thanked isn't as straightforward as you may think... #cx #loyalty
Good to remember that #CX is always a work-in-progress...
Need to take the pain out of the process of developing and managing personas? @McorpCX has a new solution... #cx
If you’ve ever wondered why some companies succeed wildly—and others don’t—when it comes to #cx, wonder no longer...
Can pushing too hard to create “good soldiers” lead to unintended consequences? #eex
Lessons in culture from WD-40 CEO Garry Ridge... "I want people to ask questions and take chances."
What do your employees actually do when you're not looking? That, my friends, is what defines company culture. #cx
Want to improve customer experience? You may want to look at employee experience first...
Customer experience improvement is all about finding those places in the experience where pain exists...……
.@McorpCX Announces Release of McorpCX | Persona, a SaaS-Based #CX and #UX Persona Management Platform
Transform or perish: Delivering a better mobile experience is key to future success /via @forrester and @verizon
Reading: "How Mobile Has Changed How People Get Things Done: New Consumer Behavior Data"
The answer to airline passenger CX? Stay out of the airplane... Kind of... by making your in-flight reality virtual.…
Are positive reviews creating unrealistic expectations? #cx
Keep the #CXStrategy discussion going - we'd love to hear your thoughts! Questions? Just call... 866-526-2655
You need a #CXStrategy. Plan it, build it, align it, clarify it, activate it, and use it to prioritize initiatives.
Lessons from @USAA to bring #CXStrategy to life and improve #cx… it's all about communication.
So how do #cx leaders like @Walmart, @USAA, @Apple and @amazon leverage #CXStrategy to grow their brands?
What steps can you take to meet your customers' expectations? #CXStrategy
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