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Michael Hinshaw

Keep the #CXStrategy discussion going - we'd love to hear your thoughts! Questions? Just call... 866-526-2655
You need a #CXStrategy. Plan it, build it, align it, clarify it, activate it, and use it to prioritize initiatives.
Lessons from @USAA to bring #CXStrategy to life and improve #cx… it's all about communication.
So how do #cx leaders like @Walmart, @USAA, @Apple and @amazon leverage #CXStrategy to grow their brands?
What steps can you take to meet your customers' expectations? #CXStrategy
A solidly defined (and implemented) #CXStrategy is critical if you expect to improve #cx.
Greater customer loyalty? Increased revenue? Faster growth than your competition? #CXStrategy is the answer you've been looking for.
Participate in the Customer Experience Strategy webinar discussion live on Twitter using #CXStrategy
I'll be leading the @McorpCX #CXStrategy webinar today at 10am Pacific. Not registered yet? There's still time...
5 Questions #CX Professionals Are Asking Today | @Adobe
4 Tips for Handling a Delta-Sized Customer Experience Debacle #cx #loyalty
To the digitally empowered customer, products and pricing matter less. Experiences matter more. #cx
Customer expectations are shaping the future of banking.
To truly improve #cx, you've got to break down silos and look at your business as a whole...
Great interview with Rob Siefker, Senior Director of Customer Service Operations at @zappos #cx #eex
Timing offers incredible contextual signals across an array of individual consumer touchpoints.
It's not just yours... “Sorry, We’ll Fix It” is still a challenge--for many companies. #cx
RT @McorpCX Case Study: Delta Airlines – When Digital Customer Experience Goes Bad - McorpCX -
Are Your Touchpoints Pushing Customers Out The Door? #cx
Messaging pushes pushing your customers away?
Bottom line? Products and pricing do not a customer experience make...
"Head in the sand" is not a great way to deal with your problems. Customers take note... and will make you pay.
What a way to end the day. Mountain bike up Mt. Tam, Marin County, Cali.
TSXV: MCX 2Q 2016 Corporate Update and Results from Annual Shareholders Meeting
Getting customer feedback is the first step to a successful VoC program--and often the most difficult.
Loyalty… just like dogs and people, it's all about the feelings. #cx #customerloyalty
It's a small world… Successful customer journey mapping tips courtesy of @Disney.
RT @McorpCX Interested in customer journey mapping? Check out the tools & guides in our CJM Toolkit.
Reading: "Transforming Your Organization Into A Customer Experience Powerhouse"
Aggressive customer journey design may be your best bet to break silos… [More tips here:]
Map out your organizational culture to improve both employee and customer experiences. #cx
Want to deliver a world class customer experience? Start with a world class employee experience…
The power of customer-centric innovation is the in assisting brands to think about customers on a broader scale.
Go big or go home. Better #cx translates to scale and efficiency.
Delta grounds flights after mass computer failure? Not just Southwest, I guess. Hope it's fixed by Wednesday!…
To engage those in your business who impact #cx--directly or indirectly--you’ll want to engage most everyone.
RT @McorpCX The kinds of companies that customers love are quite often the companies that employees love, too.
Service Excellence: Creating #CX that Builds Relationships--Interview with Dr. Ruth Bolton @WPCareySchool #cx
For #insurance brands, creating a memorable #cx is in the details…
ICYMI: Disruptive Technologies vs. Customer Experience: What You Must Do NOW To Prepare #cx
Dear #banks: If you want customers to stick around, show that you understand their wants and needs--and them. #cx
You want loyal customers, but what's in it for them? You've got to prove value… #cx
Using technology to improve brand perception: visual engagement.
Small moments can have a big impact. For #retail, this means being there & useful for shoppers anytime, anywhere.
Mobile technologies, #bigdata, predictive #analytics, and cognitive computing... is this the future of #healthcare?
Reading: "How Mobile Has Redefined the Consumer Decision Journey for Shoppers"
What Happens When Employee Rewards are NOT Aligned With Customer Experiences? It ain't pretty… #cx
US brands raise the #CX bar, according to @forrester
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