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Michael Hinshaw

P.S. Orison Swett Marden (1848–1924) Everything old is new again. #CX twitter.com/TonyAlessandra…
NEW: Aligning the organisation around three key journeys and why passenger experience equals employee experience bit.ly/2stQRls
Retweeted by Michael Hinshaw
"Relevance"...the magic ingredient in conversions. twitter.com/McorpCX/status…
Five questions to determine your #CX transformation appetite (and much more) bit.ly/1VukVtn
Right? The struggle is real!
Our fight to ban silos continues. "All depts must work together to drive Online Commerce success." CMS Wire WP bit.ly/2rTPWz9
Retweeted by Michael Hinshaw
Nice infographic on providing survey feedback. How are your surveys performing? bit.ly/2rYXjSF
FOMO Means Never Having to Say 'I’m Offline' smg.io/2qJpELE Guilty. #Nomophobia
(Customer Goal + Results) x Experience = Value to the Customer ... sound about right? bit.ly/2rbcUjs
Touchpoints are important, but don't let them divert attention from the customer’s end-to-end journey. bit.ly/1Tn0hub
Laugh, learn, and get a little Lauper stuck in your head. "9 songs to help boost yr B2B social influencer outreach" bit.ly/2qgEptd
8 B2B brands winning at #Instagram...because as a marketer I find this an interesting puzzle and hard nut to crack. bit.ly/2rzvEYK
Where does emotion fit in #CX and how best to measure it? bit.ly/2pYbyol
Planning or running an #Event? Don't forget to get attendee feedback. Here are 6 handy tips from Wizu bit.ly/2rVU5BZ
Empathy as a Strategy: How to leverage all the feels for a Digital Marketing Transformation goo.gl/nCzXhp
"Mastering the digital advantage in transforming customer experience." aka evolve or die #CX #McKinsey.com bit.ly/2pMyMQ2
...Good article. And a great opening from some #VoC work, #TouchpointWorkshops, #JourneyMapping and #CX training bit.ly/2lM9JwL
..."The key is to focus on providing value to people's lives...and choosing where to invest starts with knowing your own value proposition."
"We're exploring [how] to reorganize and rethink...digital transformation so that you actually drive towards value," sez bank consultant....
Is it beneficial to your #customers? Then by all means, text! Seven Tested Ways #Texting Can Help Your Business bit.ly/2qC6Fqd
5 Questions to Ask About Corporate Culture to Get Beyond the Usual Meaningless Blather crwd.fr/2sxPJh4 #culturetransformation
Retweeted by Michael Hinshaw
“If we are having a conversation about authenticity then we already have a problem.”5 #CX insights from Collision. bit.ly/2qHthkd
Machine learning to mine data and improve process, experience, and everything. #CapOne #Banking #BankThink bit.ly/2oN9TBs
Where's the digital economy moving the fastest? (Watch out for Estonia!) #HBRvideo bit.ly/1Ioo2Hw
RT @AccentureStrat Most #digital investments are not disruptive? Learn why. accntu.re/2mKep6k
"They were right. I didn't get it." Powerful words & a powerful bit on Sheryl Sandberg, the pope, opportunity.... on.inc.com/2qbFvTf
One bank Prez's "aha!" moment on the power of digital & online lenders. Once competitors, now allies & inspiration. bit.ly/2nHfOuW
Cheat Sheets and C-Suites...all in the name of better #CustomerExperiences. Yass! #CX bit.ly/2qkFNcW via @customerthink
(Plus did you know? "a non-compliant patient is a person for whom the treatment did not work. Yikes #Healthcare! #CX ... not ... )
"Understanding Consumers and Improving the #CX in #Healthcare" ... Great to see these conversations happening. bit.ly/2jZ5zhJ
Sometimes tweaking the system isn't enough. How do you open up your brains? Imagine it's 1881 and your factory is visioning electricity...
Perceived Value Is Key To Customer Experience. Can It Be Computed? by @SethGrimes customerthink.com/perceived-valu… via @customerthink
My team tweeted this hilarious 1:25 min video showing #CX pain in a nutshell. #Hospitality bit.ly/2oxniT5
What are YOU measuring in your customer facing organization? Good read, chock full of advice from @marandasays bit.ly/2oNz6Nb
Fascinating watch if diversity is as much on your mind as it is on mine. "Why So Few Diversity Candidates Are Hired" bit.ly/28XO4rH
"The pain we feel getting hit with a $20 fee is 2-5 times worse than the pleasure we derive from a $20 reward." bit.ly/2k3IFcA
A tale of 2 #CustomerJourneys w/very different outcomes. Where are your journeys falling short? bit.ly/2qKTOkN via @customerthink
Valuing #customer time = good service. Have you optimized your digital journeys to respect your customers?
Good news from 3 #retail favorites: 10 Lessons from Retail Leaders Who Are Rewriting the Playbook bit.ly/2qPkOzP
Making sense of customer experience metrics. The struggle is real...and worth tackling, trust me! #BankingCX #CX bit.ly/2pnlIm6
True #McKinsey #CX quote number 3, and the link to the article / case study bit.ly/2nzrkGt
Another #McKinsey #CX #CustomerJourney piece of wisdom that I've seen happen for clients first-hand....
Catching up on my reading with a great batch of #McKinsey #CX articles. Some nuggets of wisdom include.....
Avoid the seven deadly sins of #CX transformation. Very important read for naysayers & supporters alike. bit.ly/2p2e40z
#Technology development and #Innovation aren't synonymous: frequently, they compete for $'s. #DigitalRelevance accntu.re/2nehz21
 
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