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Michael Hinshaw
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“Stories are the most powerful delivery tool for information, more powerful and enduring than any other art form.” bit.ly/1IPq4Bb
“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? onforb.es/1RR5vct #cx
How the “power of the crowd” can help you deliver on a differentiating and efficient customer service strategy. bit.ly/1RMrPnr
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? bit.ly/1Jx0nsP #cx #eex
"Five Lessons for CX Execs From The Port Authority of NY&NJ and Uber." by @MichaelHinshaw on @LinkedIn linkedin.com/pulse/five-les…
Improve Customer Experience, and Align the People, Processes and Technologies that Support It | McorpCX bit.ly/1FJyFUY
No business can afford to regard #cx excellence as just a feel-good slogan. onforb.es/1FGy0mi
Thanks to @taylorswift13 for the reminder that any company, in any industry, can fall victim to disruption. onforb.es/1GipWte
Five Lessons for CX Execs From The Port Authority of NY&NJ and Uber. bit.ly/1fpuasA
Customer experience set to lead to “significant business model changes” - buff.ly/1KsJjFi #custexp #custserv pic.twitter.com/uHb746Wq71
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? on.mash.to/1JYovoH
Why Panera May Be The Most Influential Brand Right Now onforb.es/1JYpdlz
The possibilities around #bigdata are massive, but they come with some very serious questions... bit.ly/1JTGWKW
A paint job can't hide reality: HSBC, Malaysia Airlines and the challenge of rebranding bit.ly/1FXbLJY
Are you Listening to the Voice in your Customer’s Head? You should be; find out why- linkd.in/1HOeyun
Retweeted by Michael Hinshaw
Don’t Delight Your Customers. (?!) bit.ly/1FWYGjK
Do the benefits in building camaraderie simply mask the negative effects on work performance? wapo.st/1JODfGy #eex
To improve the customer experience, start with the employee experience.
Retweeted by Michael Hinshaw
"Customer experience is the new brand." cmo.cm/1JMYGrn
"We're mad as hell and we're not not going to take it anymore. We have options, and they don't include you..." linkd.in/1JKshSi #cx
Journey Mapping 2.0: Improve Customer Experience, and Align the People, Processes and Technologies that Support It bit.ly/1FJyFUY
What to do in a world where it's easier than ever to disappoint and much harder to please? cmo.cm/1FJ8nCo #cx #cex
State of Management: How Bureaucracy Will Ruin Your Company linkd.in/1FJ9t0U
One of the main factors in loyalty is unsurprising, and as logical as it is emotional... bit.ly/1JDlbit
“We need employees who can think, not just follow orders.” bit.ly/1JreH68 #eex #cx
Reading: "Zappos and the Connection Between Structure and Strategy" bit.ly/1FyV7jH
Stephen Shay's expertise as a customer experience executive in a global technology leader is a significant asset. bit.ly/1JwWbJP
Humans aren’t spurred to purchase because of a catchy slogan... bit.ly/1JCEkPZ
Use #BigData and #IoT to go beyond the transaction to every detail of the customer experience. bit.ly/1FyUoz8
"For every customer failure, brands lose 65% of revenue from the impacted customer in the following year..." twitter.com/LoyaltyExpo/st…
CXplained: What’s a Multimodal Customer Experience? - The CX Report ow.ly/NVzPA
Retweeted by Michael Hinshaw
Read: "What You Missed at Finovate: Social Banking Experiences" on @LinkedIn linkedin.com/pulse/what-you…
“It’s a bit naive to think that all your potential customers will come knocking at your door.” bit.ly/1I4E0cI
Despite What Zappos Says, Middle Managers Still Matter bit.ly/1I4Qsci /via @HarvardBiz #eex
Not easy, but essential... Structured processes help to ensure innovation is repeatable and sustainable. bit.ly/1I4CLdA
What do you think is happening to your customers' expectations, as more and more companies focus on improving #cx? linkd.in/1I4J6pj




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