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Michael Hinshaw
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The last thing you want customers to feel is fear, uncertainty or doubt... bit.ly/1UfBJo9 #cx
Reading: "From Deconstruction to Big Data: How Technology is Reshaping the Corporation" bit.ly/1IER9vl
Employee engagement: Time to integrate staff development and customer service? bit.ly/1JVTSN5 #eex
Marketers must go big on data to compete on #cx bit.ly/1JLsFm7
Customer Success Management: Training Wheels for #CXM? bit.ly/1PLfArL #cx
Reading: "Big Data and the Future of Business" bit.ly/1IRAGiS
What happens when the comfort of the old is preferable to the risk of the new? bit.ly/1JLs4kf
70% of the buying experience is influenced by how the customer feels they are being treated. bit.ly/1PLfq3K #cx
How To Get The C-Suite Behind Your #CX Initiative bit.ly/1PLfXTo
Crowd-sourced storytelling: How innovators are opening up the creative process. on.mash.to/1fvzeuN
How CIOs Are Adapting To The Digital World onforb.es/1fvzyK6
When it comes to creating lasting #cx changes, start small. bit.ly/1hwKSYk
RT @Hyken It’s about making sure you consider what the customer’s reaction is going to be to the decision you make. ln.is/genesys.com/8I…
#CX has become increasingly dependent on digital touchpoints. bit.ly/1fvxGRr
Digitally enabled #cx makes the phrase “every company is a software company” truer than ever... bit.ly/1fvxGRr
#CX may be a business priority, but only 1% of firms achieve #CX excellence. forr.com/1fvxcuR
Retweeted by Michael Hinshaw
How are experience blueprints different from customer journey maps? And why do customer-centric leaders use them? bit.ly/1h8oCmY
The customer’s impression should be of the bank brand, rather than channel. bit.ly/1hsASiK #cx
From a family construction business to the Four Seasons Hotels and Resorts: How'd he do it? onforb.es/1PokH0g
Video interview with @Interbrand CEO Jez Frampton: Internal/external branding, putting people before technology cmo.cm/1PojG8B
Telcos are at a crossroads, and industry disrupters are gaining ground rapidly. bit.ly/1hszahe
Thanks so much @skip7547; flattered to be recognized!
Reading: "The Organizational Apology" bit.ly/1Pmlij8
Making Sense of Our #BigData World: Statistics for the 99% bit.ly/1PlbOVn
Remember: your employees make up a large part of your #cx... twitter.com/davidzinger/st…
To discount, or not to discount? That is the question… bit.ly/1JiBVMk
Retweeted by Michael Hinshaw
Could robust mobile tools be the best way for banks to reverse the customer defection trend? bit.ly/1PiFm5V
Reading: "Global Digital #Insurance Benchmarking Report 2015" bit.ly/1PhuFk7 [tl;dr Provide digitally enhanced #cx to thrive.]
Hothouse tests centered on improving #cx and shifting employee behavior raise productivity and earn customer loyalty. bit.ly/1PhvU2E
15+ years in, and retailers are still figuring out how to keep up with technology and work it into their #cx. cmo.cm/1TPaMre
"It's not every day a $254 million-asset bank gets to be at the leading edge of innovation..." bit.ly/1Phx2DF #customerbehavior
Travel industry or not - lots of great takeaways in this look at the evolution of @priceline. twitter.com/emisare/status…
7 Ways to Master the Respect Effect in Employee Engagement lnkd.in/eVhT56J
Retweeted by Michael Hinshaw
Go ahead and delight your customer, but don’t forget to deliver on the smallest and most basic promises you make... bit.ly/1GvsSU8
Your customers have a certain expectation of their experience. Does it align with the #cx you deliver? bit.ly/1TqzG09
3 ways new capabilities are breaking down channel barriers and generating breakout customer experiences... cmo.cm/1SCr3ze
Data is transforming the publishing business. The time for media companies to adapt is now. bit.ly/1KMlLtQ
Virtual reality isn't all fun and gaming. It's changing shopper marketing, B2B, and more... bit.ly/1eC6ikR
Reading: "Don’t Set Process Without Input from Frontline Workers" bit.ly/1SCnQQ4
3 ways #IoT can disrupt the insurance industry... bit.ly/1eG2P4K #cx
Do you really know what you think you know? bit.ly/1SCnpVU #strategy
How do you stay ahead of your customers—and your competitors—in an increasingly customer-centric world? bit.ly/1JUx14p
Bring your Customer Journey Maps to life through Experience Blueprinting bit.ly/1h8oCmY #cx
Keep things simple, and be very defined and focused from a customer perspective... bit.ly/1h8ihrX #cx
Conversations have far greater impact than a one-sided presentation ever could. bit.ly/1JROfzx #engage
Reading: "Sensors And Big Data In Public Service: How My City Is Getting Smarter" bit.ly/1h8cr9T
Porsche reimagines "fast food"... bit.ly/1JUdFfK




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