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Michael Hinshaw
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Jumpstart your journey mapping process using this free guide--Customer Journey Mapping: 10 Tips for Beginners #cx
"You have to know that the consumer is interacting with your brand in multiple different formats..." #cx
Reading: "The 5 Auto Shopping Moments Every Brand Must Own"
Uh oh, America: Stock buybacks feed investors, starve innovation.… via @specialreports
Thanks, @JeanneBliss, for the RT--have a great weekend!
RT @ShallieBey Practice doesn't make perfect if you're doing it wrong. - Frank Sonnenberg #quote
Its kind of fun to do the impossible. Walt Disney
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If you're simply after customer data, you're seeking the wrong thing.
The Wonders and Challenges of Technology: Quick #Techonomy15 recap via @patrickdaniel
Improve your employee experience by changing the way you communicate with them.
Excerpt from #MobileForGood: HOW TO: Engage 5 Generations of Donors and Supporters:
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"It is one of the great secrets of life that those things which are most worth doing, we do for others." - Lewis Carroll
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Customers hate being ignored...
The writing is on the wall: customers view using bank branches for basic transactions as an inconvenience
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Thanks for the mention, @Janicebg! Glad you enjoyed that post.
#CX champions won’t settle for anything less than putting your customer at the very center of your business.
15 Business Models to copy + free PDF Download of all cases by @boardofinno
This is quite a list--and I'm on it! "50 #CX Blogs You Should Be Reading" Thanks, @ngdata_com for the inclusion.
"It's our job to try to keep pace and it's quite a job." @tamicann
Understanding your customers is key to delivering good customer experiences. #cx
Does #RealWorldEvidence actually improve clinical practice? Find out at booth 557 #AHA15
Retweeted by Michael Hinshaw
The race is on--to make vast and growing volumes of data easily accessible & understandable. @HuffingtonPost
"We are not seats or eyeballs or end users or consumers. We are human beings, and our reach exceeds your grasp. Deal with it." -Chris Locke
How customer-centric is your organization? Take this 3-minute survey to find out. #cx
One methodology @McorpCX uses to consistently deliver "Ah-Ha!" moments to our clients. #cx
Providing Great Guest Journeys In Spades #cx
How a Company Can Disrupt Itself – Before Others Do It First
Managing customer service staff: How to turn ducks into eagles
"Look at your customers, look at the data you have about them, and work it smarter."
If you’re going to invest limited resources in improving #cx, start with the actual experience.
If you’re going to invest in persona development, make sure the effort is a success. #cx
Personas drive decisions that take customers’ views into account, leading to better customer experiences. #cx
“You can't connect with something you're not passionate about.” ~Gemma Arterton
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You've got to be very careful if you don't know where you are going because you might not get there. Yogi Berra
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Podcast- Loyalty Management Series: Curating Change„Not Just Wall Art
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Customer experience isn't just a feel-good tactic.
Successful journey mapping requires that you understand what drives customer satisfaction, engagement and loyalty.
RT @Fronetics Where are your customers getting their information? via @bcgperspectives #cx
The customer journey has evolved into being individualistic, selective and skeptical.
"Forget that this is a multi-channel world. It’s becoming an infinite-channel world..."
Are Your Touchpoints Pushing Customers Out the Door? #cx #cex
#InspirationMonday: “Highly engaged employees make the customer experience. Disengaged employees break it.” – Timothy R. Clark,
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“It’s frequent and personal employee dialogue that will make a [true] difference, not the broad-based approach.”
Reading: "Marketers Are Struggling to Keep Up Customer Expectations: Here’s Proof"
Combining all your data sources will give you new perspective and new insights...
Glad to be home. Warmer in the Bay Area than New Orleans. Not complaining, just observing. Nice on the front porch tonight...
#Bigdata: predicting delays and decreasing customers' frustration. #cx

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