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Michael Hinshaw

True #McKinsey #CX quote number 3, and the link to the article / case study
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.
#Technology development and #Innovation aren't synonymous: frequently, they compete for $'s. #DigitalRelevance
Watson, Einstein, CPQ...with AI supported predictive analytics, we welcome the era of iCommerce.
4/4: Read it, well worth the time. "How Technology Hijacks People’s Minds " Pick up tricks/respect your customers.
3/4: "But the closer we pay attention to the options...the more we’ll notice when they don’t actually align with our true needs." ...
2/4: "By shaping the menus we pick from, technology hijacks the way we perceive our choices and replaces them with new ones." ...
Effing brilliant post! 1 of 4: "Magicians give people the illusion of free choice while architecting the menu so that they win." ...
The up- and down-sides of #IoT proliferation, and how to orchestrate for success.
"#Data and #Analytics Empower Modern Marketers" sez #Gartner, both critical to the customer-centric mindset. #CX
In case you missed it the first time around......…
The four customer experience practices every business should follow by @MichaelHinshaw… #cx
Retweeted by Michael Hinshaw
"A Wise Leader Makes Customers 'Sweat' with a Reason" > Thought-provoking read, well worth the time. #CES #CX
Name that $$$ company: "Something where you can type someone's name and find out a bunch of information about them."
#Slack tracks (and promotes) interdisciplinary communication. Stay agile, cross pollinate, break down those silos!
"Day 2 is stasis. Followed by irrelevance. Followed by excruciating, painful decline. Followed by death. And that's why it is always Day 1."…
"We buy on emotion & justify with logic yet we sell to Mr. Rational & ignore Mr. Intuitive." U intuited that, right?
"Wasted time is the goldmine of the digital competitor." And insulting to your customers! If you need convincing:
Kicking kids off a flight for leggings; dragging a man off for not "voluntarily" giving up his seat... There's within the law & #CX. Oh #UAL
Now on Huffington Post: Getting Customer Experience Strategy Right: Best Practices of CX Leaders…
"What a Great Digital Customer Experience Actually Looks Like" from @HBR #CX #ROIofCX #DigitalCX
If the value and urgency of a #CX strategy is clear, what’s keeping orgs from pushing full speed ahead? New post!
Tracing branding's millennia-old history points to an ominous future. I come from #branding so find this fascinating
Today thou shalt read The 10 Commandments of Customer Experience as laid out by @annettefranz ....…
Predictive Analytics: A Definitive Guide for #B2B Marketers (and why data is king). Sexier than it sounds! #CX nerd
Are your contact channels embedded in different, disconnected databases? Data Unite to the cause of the customer!
As long as I'm on a data rant... "66% of US companies lack a coherent, centralized approach to #dataquality."
Poor data quality destroys business value. Poor data quality destroys business value. Poor data quality destroys...
Boning up on my leadership skills, reading this @HuffPost article from software visionaries & founders of Workday.
Once again, Amazon leads, everyone else follows: new PXM (Pet Experience Management) app. Woof!… via @YouTube
What I'm reading: David & Goliath culture gaps btwn large orgs & small startups = $1.5 trillion in lost opportunity
A companion piece to my recent post on failure from @Loyalty360 (& if you missed mine, #CX)
RT @tedbauer2003 Wait. 95 percent of employees often don’t understand the strategy of the company? Not good.
"....and the world will beat a path to your door." #CX #VOC
Hah! @dunnjer1 @customerthink "To paraphrase Ralph Waldo Emerson, build a better way to watch movies, buy razors or choose a mattress...."
2017 Digital Trends "Disruption has progressed from infrequent innovations to a constant surge of change" #AdobeChat
Walk the talk! "Empty words breed disillusion, distrust, disgust, and departure." #CX #CXP #CustomerExperience
Does friction = the opp to create a meaningful experience? Not sure about this premise, but an interesting theory.
Hey @thebrandbuilder, since a picture's worth a thousand words, not so useless if it helps people get it!…
Digital Customer Service or a Human Touch? This isn't an either/or question.
So true! RT @CrisPopenoe "For every complex problem, there is a solution that is simple, neat, and wrong." - H.L. Mencken #quote
Failure is the foundation upon which tomorrow's successes are built. And in #CX? Failure is vital. New blog post:
"B2B customers rate their experiences lower than the worst experiences they have as consumers." So, how to fix it?
Did you catch my recent interview with Microsoft Partner Network on the importance of the B2B Customer Experience? #CX…
Be the Madonna of your industry with a little digital ambition, transformation, and reinvention.
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