Michael Hinshaw

Contributor
9 Articles

Michael Hinshaw is president/CEO of McorpCX, a customer experience company helping companies radically improve business performance by transforming how they interact with their customers. A mentor and teaching fellow at UC Berkeley’s Haas School of Business, Hinshaw is also co-author of the best-selling book "Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive, and How to Be One of Them".

Latest Articles By Michael Hinshaw

What Businesses Can Do Today to Adapt in a Changing Customer Environment

Customer experience is all about understanding and responding to customer and employee expectations in ways that drive business results. But…

Michael Hinshaw
December 28, 2020
Customer Experience

Entrepreneurship 101 for Customer-Centric Leaders and Those Who Want to Be

Entrepreneurs and startups intuitively understand the need to connect their products and services to the needs of the market—because if…

Michael Hinshaw
December 14, 2020
Customer Experience

The Upside of Customer Experience Improvement in a Down Economy

There's not a lot of upbeat coverage in the media today. Business closures, social distancing woes, stock market gyrations —…

Michael Hinshaw
December 6, 2020
Customer Experience

5 Customer Experience Trends That Won’t Change (And Will Likely Accelerate…)

In a post-COVID world, the future is full of obvious challenges and less obvious opportunities. In this fast-changing environment, most…

Michael Hinshaw
November 22, 2020
Customer Experience

Why Invest In Employee Experience? 6 (Proven) Reasons

Employee and workforce experience (EX for short) matters just as much as customer experience (CX). Unsurprisingly, the two are inextricably…

Michael Hinshaw
September 8, 2020
Human Resources

Show, Know, and Grow: 3 Things to Do Now in the COVID-19 Era

Things got really strange really fast, didn’t they? I’m sure that like me, most of you are still processing what…

Michael Hinshaw
September 1, 2020
Customer Experience

14 Ways to Enable Digital Customer Experience Transformation

Customer experience leaders are documented to have greater top- and bottom-line growth than those who haven’t made customer experience transformation…

Michael Hinshaw
August 25, 2020
Customer Experience

The 6 Customer Experience Rules Banking Leaders Follow, From Which Any Business Can Learn

No matter who you are or what your financial needs are—consumers and businesses alike—you need an institution to help you…

Michael Hinshaw
August 18, 2020
Customer Experience

Proper CX Governance: Eating Your Customer Experience Vegetables

Humans like rules — when they apply to someone else. But sometimes they’re necessary for us all; without them, even…

Michael Hinshaw
January 15, 2020
Customer Experience

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