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

Twitter Sign-in
We are going to send you to Twitter to authorize twiends.
Please note that we never tweet or follow people without your permission.