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Profile: Michael Hinshaw
Articles by Michael Hinshaw
Three Lessons Learned: Big Retailers Play with Big Data and Narrowly Avoid Getting Bit.
1Customer experience pioneer and retail giant, Nordstrom, recently found itself in hot water over customer privacy. They’d been operating a pilot program in the Dallas-Fort Worth area for a special... read more
Do Happier Employees Really Mean Happier Customers?
Conventional wisdom says not just “yeah” but “hell, yeah.” That said, an issue with the “conventional wisdom” is that people rarely question it. And since this is a question I... read more
The Secrets To Amazon’s Wall St.-Defying Customer Experience Strategy
Earlier this month, Amazon CEO Jeff Bezos delivered his annual letter to shareholders. And what a letter it was. One Business Insider article said the letter “should inspire every company... read more
How One Growing Company Impressed 559,861 People Last Weekend
If you aren’t a gamer, then there’s a good chance you’ve never heard of Razer. Until last weekend, the company was mostly known for making high-performance peripherals for playing video games... read more
What Wearable Computers Mean For The Digital Customer Experience
For gadget geeks and futurists, 2013 looks like one heck of a year—the dawn of wearable computers. In fact, between speculation about the Apple iWatch and the Q4 launch of Google Glass, it seems... read more
Did Poor Customer Experience Get Ron Johnson Fired?
2Last week, SEC filings revealed that Ron Johnson, chief executive officer of JC Penney, saw his 2012 compensation fall 97 percent—from $53.3 million in 2011 to $1.89 million last year.... read more
Ask, Listen, and Act: New Rules for Actionable Voice-of-the-Customer Research
1From dorm room start-ups to the Fortune 500, there’s a common thread among the most successful businesses: give your customers what they want, when and how they want it. In... read more
Five Ways to Earn Customer Trust
It’s difficult enough that companies are losing influence with their digitally-enabled smart customers. Even worse, they’re losing their customers’ trust. And it’s not surprising. The fact is, many organizations are... read more
Are Your Customers Getting The Love They Deserve?
If you’re like most customers, sick and tired of waiting on hold (“thank you for holding… we’re sorry for the inconvenience… we exist to serve you…”) and repeating the most... read more
Customer Loyalty Ain’t What It Used to Be.
How loyal are you to the brands you use? Whether as a businessperson or consumer, I’ll bet there isn’t a company you wouldn’t consider switching from if you could find... read more
What Is Your Customer Relationship Lifecycle?
For your customers and prospects, your customer relationship lifecycle is the basis for their experiential “journey” with your brand–from awareness of your company or product to selection or purchase, satisfaction,... read more
Must You Have ‘Executive Support’ To Begin Customer Experience Improvements?
I was reading a LinkedIn discussion started by a medical products company officer looking for advice on starting customer experience improvement. She kicked things off with the following request: “Ready... read more
Yes, Customer Experience Matters In B2B (A Lot)
Last week, I came across Bridget Fletcher’s CMO.com article “B2B Is the New B2C.” Fletcher noted the parallels she saw in B2C and B2B when it comes to changing customer... read more
You Say Your Customers Are Satisfied? Uh-Oh
If your customers say they’re satisfied–and you use this as a way to measure business performance–then the more satisfied customers you have, the bigger your cause for concern. Because, “Yup,... read more
Can You Measure The Value Of A Single Touchpoint?
Customer experience is the result of a series of interactions between your company and those you serve. These interactions–the places where your brand interacts with or touches your customers–are your... read more
