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Michael Hinshaw

Reading: "Creating the Consumer-Based #CX for Programmatic"
With only one satisfaction point at stake, #tech firms must progress from disruption to disrupting. #cx #nps
Don't want to read Mary Meeker's full report on internet trends? Here are 5 takeaways…
We talk a lot about customer-centricity. And then, you have the anti-customer model… (which never works). #cx
The excitement and insights that a typical customer journey mapping workshop delivers continues to amaze me...
True digital transformation requires deep, fundamental changes. And they probably won't be easy.
Disrupt or be disrupted. The time is now for #finsvcs firms to pay close attention to the digital wallet...
The ways customers interact with and think of your #bank is changing -- dramatically. #cx
RT @Genesys Do You Need a Credit Check On Your #Outbound Customer Engagement? #finsvcs #cctr #mobile
With the acquisition of @PersonaDrive, @McorpCX makes improving #cx faster & easier for customer-centric companies.
Did you hear? @McorpCX acquired @PersonaDrive Inc. This means simplified persona management for #CX leaders!
You are not a trusted advisor & #bank customers are not loyal. Look to #cx transformation to turn things around.
How is a #creditunion different? Hint: it's all about the #cx.
You want to get ahead of the digital curve? Start by breaking down your silos. #bank #finsvcs #creditunion
Do customers have more money on thier @Starbucks cards than on deposit with your #bank? #loyalty
Are you sure your #loyalty program is actually working?
Has the time come for truly engaged #marketing, or is it still too soon?
Satisfied doesn't mean they won't leave… #bank #cx #loyalty
Where do most #loyalty programs fall short? Sadly, almost everywhere.
With $405B at stake, #cx and #digital had best be at the forefront of your mind. #finsvcs #bank #creditunion
Traditional thinking isn't always the best thinking when it comes to #CX transformation.
Interesting points via @McorpCX #Mobile is still no.1 priority for marketers considering #omnichannel.…
Retweeted by Michael Hinshaw
Reading: "A Split Screen: Online Information and a Human Touch"
Looks like curbside pick-up isn't quite as #cx friendly as you'd think…
For retailers, consumer attention proves to be the best thing since, well, sliced bread.
Thanks for joining the @McorpCX #CXdesign discussion. Questions? I'd love to chat.…
#CXdesign #webinar starting now! If you didn't register, you can request an archived copy here: #CX
Perhaps US retailers have been looking at mobile payments the wrong way.
Join me tomorrow, as I reveal some of my best insights to help you better understand #cx design... #webinar
Reading "The Dirty Little Secret About Digitally Transforming Operations" #b2b #cx
As if competing with Apple ( wasn't enough, now you're competing with @Uber. #cx
Smart firms embrace customer-centric model. Others, well... @MichaelHinshaw #CX
Retweeted by Michael Hinshaw
Beware the “Anti-Customer” model... /via @McorpCX #cx blog
If you respect them, they will come [back].
@McorpCX stands out...for the depth of its capabilities in #CX design and customer insight.” -@ALMIntelligence
Struggling to succeed an age of increasing digital disruption? You may want to read this report by @ALMIntelligence
Remember – the companies delivering outstanding #cx are the ones delivering great employee experiences, too.
A good relationship is one of the strongest drivers of customer satisfaction in B2B.
Reading: "Comparing Perceived Value Drivers For Employees and Customers"
Sure, your employees can totally deliver value added customer service & shareholder value--if you allow them to. #cx
When--and how--to let go: 5 guidelines for reframing customer relationships. #cx
What drives customer loyalty? If you said customer satisfaction, you may want to read this…
How to ensure that employees care enough to deliver a good #cx in every interaction? 2 words: organizational buy-in.
Customer loyalty & advocacy requires employees understand their role as #cx stakeholders & drivers. (It's huge.)
Reading: "Becoming the Amazon of Banking" #cx (Déjà vu? Read my Article in Western Banker
It's not customer journey mapping without your customer! (Doi.)
Credit unions (& banks) fail because they keep doing things the way they've always done them. Never works. #CUNAACUC
Banks need to manage the customer journey differently if they expect to improve multiplatform #cx.
When it comes to innovation, some smaller banks have the upper hand. Surprised? You won't be, when you read this...
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