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Michael Hinshaw
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Do you remember when a visit to a store was the only direct interaction a business might ever have with a customer? onforb.es/1Jv1dmH
Pricing and brand reputation: What's a marketer to do? bit.ly/1Jv0RML
If you want to thrive, having a great product or service is simply not enough. huff.to/1Jv1rdk #cx
“Prime Day has been exciting so far.” -Amazon. [Proof that even Amazon suffers from disconnects sometimes...] bit.ly/1JeDbAt #cx
It Hurts So Good: Embrace Customer Pain to Improve Experience bit.ly/1J5sekD #cx
Companies today are on a journey from digitization 1.0 to digitization 2.0. This means... bit.ly/1IOUSC0
You've got a lot of work to do if you want to earn the trust of consumers... bit.ly/1eWMN6s
Big Data enables decisions to be made with the confidence that they are backed by statistics. onforb.es/1IVEmoj
A lesson in relevance. "It’s so weird how something so big and so great all of a sudden just vanished…" on.mash.to/1eX9kAb
54 Years Of Internet History In One Timeline huff.to/1IVBaZX [This is pretty cool...]
How Customer Experience Leaders Can Close the Gap Between Insight and Action - Smarter With... lnkd.in/eKiHWi2
Retweeted by Michael Hinshaw
"Retailers still struggle to optimize their mobile experience for greater engagement and purchase..." bit.ly/1eGcaJP #cx
When it comes to #cx, there is always room for improvement... bit.ly/1IJxOce
Maximize your team’s success by finding and channeling your inner Cosimo. bit.ly/1IJg9BD #eex #cx
These words have been rendered meaningless to the point where a whole generation questions their fundamental value... bit.ly/1IJtnOC
Reading: "Why A Store You've Likely Never Heard Of Hints At Retail's Future" onforb.es/1eGb80d
Bad decisions often come from hard work, complex mathematics, and smart people making mistakes... onforb.es/1eG7TpD
Innovate by Understanding Customer Needs bit.ly/1IF8Tqq #cx
3 Ways Your Customers Have Changed (And one that they haven’t changed at all...) onforb.es/1tTCzpl
How the NFL takes loyalty and brand advocacy to a new level with fan engagement... bit.ly/1IQUB1r #cx
How the “power of the crowd” can help you deliver on a differentiating customer service strategy. linkd.in/1IvifVz #cx
Experience Blueprinting: How to get started... linkd.in/1IQO5I0 #cx
How #IoT Changes the Company-Customer Relationship hbr.org/2015/06/the-in…
“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
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




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