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Michael Hinshaw

Meeting the elevated expectations of today’s (and tomorrow's!) connected customers is all about the #data. #cx
How can you make it easier than ever for your customers to get things done? Now.
"If your actions inspire others to dream more, learn more, do more and become more, you are a leader." -John Quincy Adams
Everything about this piece is too good! Swapping My Privacy Rights to Find a Taqueria via @jmancini77
What if you reverse engineered your thinking? It might be a great idea...
Don't sit on your hands waiting to see how things shake out. Make a move. Make it bold. And make it now. #cx
You've got to think beyond the first purchase--before the first purchase--for sustained revenue...
For success, #cx requires work from everyone in your organization. Together. Like a well-oiled machine.
How can you bring digital transformation to your execs and board?
#CFOs: Do you truly have the operational insight needed to be a leader in your field?
It ain't easy, but when done right--your #CXM efforts will be so, so worth it.
Free is a great way to start your week... here's a complimentary journey mapping toolkit! #cx
Alexa, how can my company prepare for the voice assistant revolution to remain competitive and attractive?
Busted! 3 myths about customer feedback...
Customers know when you're just going through the motions. A few ways you can keep the passion alive...
Knowledge and money are power. Your customers have the upper hand in both…
Organizational willpower isn’t sufficient to make #IoT a reality for your company.
In a world with transient competitive advantage, those able to build an engaged workforce are the clear winners...
Taking a wait and see attitude? How CIOs can lead the charge on dealing with digital disruption. via @Gartner_inc
Curious to see how this develops over time... Adobe Auto-Target Aims for Sensei-Fueled 'One-Click' Personalization
Customer Experience (#CX) is an all-encompassing organizational endeavor & Win Loss analysis can help. Read how here
Looking forward, with fresh eyes, from the outside in, is what every org should strive to understand and adopt.
You think data's dry? In our world, data = human experience. 4 Strategies to Create Data-Driven Company Culture #CX
A rare insight into #CX reform, blackmail, and cold feet. Be bold CEOs and those of you who own CX transformation!
So good. "To...guarantee your programme fails in the most spectacular and miserable fashion...follow these 3 steps."
Wish I'd written this. "Customer Journey Mapping Should Take a Page from GPS" #CX #CEX #CustomerJourney @cfbloom
Which of these five leadership types are you, and which is right for your team and project? via @Gartner_inc
Zero in on high-value findings with minimal expense, with these #JourneyMapping shortcuts and techniques. #CX #B2B…
3 ways companies with best customer experience got there – and how they stay ahead of the pack.
BRANDBITES: What if #marketers had a crystal ball? 2017 2nd quarter research via @Loyalty360
CIOs must be armed with adaptive capabilities to be a digital leader. How to Become a Digital Dragon @Gartner_inc
via @neilcdavey 6 reasons customer surveys are more important than ever. Compelling! You're gonna want to read this.
How can your company get better at predicting your customers' seemingly illogical behavior? via @MyCustomer
Gartner notes shift from Nexus of Forces (mobile, social, cloud etc.) to Digital Biz as the driver of IT purchasing
4 of 4: From UX to CX: Rethinking the Digital User Experience as a Collaborative Exchange…
3 of 4: Firms that collaborate w/customers find they will engage/provide expertise/appreciate being asked—if they extract utility in return.
2 of 4: Executives intimately involved w customer strategy, point to successful firms building #UserExperience on collaborative exchanges.
1 of 4 @CapgeminiConsul eBook: "What makes for a valuable user experience – one where customers extract value & the firm captures profit?"
Nature abhors a vacuum.... "8 Ways to Win by Finding the Gap in any Market" @jeremarketer… via @Inc
Demand for IT services + Challenges as orgs move to digital = CIOs who need to do more than manage an IT budget
Numbers don’t have an agenda. They aren’t there to hurt you...—they’re telling you a story of where you need to be.
Ohhhhh....poor #Marketo I really do feel for them. (Doesn't stop us from having a laugh though.)…
If you're with a #bank, established or startup, read this. #CX misses and #mobile banking glitches...still....
“Marketing leaders…make a(n) impact by creating lasting relationships with HIGH VALUE customers.” You’ve got this.
Reactive #CX is never a first choice. @adrianswinscoe shows examples of proactive CX: how is YOUR org stepping up?
Higher revenues, lower costs...and better #CX? Airlines That Lead in CX Apply those Principles Across the Board
Transparency & clarity: prerequisites to org adoption & accountability for CX transformation…
Retweeted by Michael Hinshaw
How will the #CIO role evolve in the next five years? @searchCIO interviews Black & Decker's CIO #DigitalExplosion
Really excellent report on consumer pain points & trust issues with online brands via @LaughlinPaul @MyCustomer
Disruption! Changing expectations! Extreme competition! #CX saves the new face of B2B. Great article & survey link.
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