Michael Hinshaw
Business 2 Community
San Francisco Bay Area, CA, United States
Contact Michael
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Past articles by Michael:
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 in today’s — → Read More
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 you haven't → Read More
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 — it feels like so much is out → Read More
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 business → Read More
Show, know and grow: Your three CX priorities for the COVID-19 era
Though the pandemic continues to impact society in a multitude of ways, how businesses should respond boils down to three customer-related actions. → Read More
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 linked: Good → Read More
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 all this means – and how COVID-19 may → Read More
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 all this means – and how COVID-19 may affect you, your families, your day-to-day life, and your job. Small consolation: none of us is alone in this. Like you, I’ve received and responded to dozens of texts, calls, and emails from clients, friends, and associates trying to reconcile… → Read More
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 a → Read More
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 manage your money. From → Read More
Four brands that inspire customer experience professionals
Everybody needs a role model, right? Individuals succeed primarily because they pick someone they admire, follow their example, and eventually become role mo → Read More
How to Define Your CX Strategy and Link it to Execution
What exactly is a customer experience strategy? Spend any time online trying to answer this question and you’ll see how easy it can be to become overwhelmed with well-meaning but (in some cases) radically misinformed customer experience strategy definitions. The issue isn’t that the answers aren’t out there–they are. But, as the saying goes, it’s hard to sort the wheat from the chaff. Among… → Read More
How to design and deliver a metrics system to prove CX programme ROI
Measuring CX isn't simple, but with the right analytics and tracking methods, you can demonstrate to executives how improving customer experience can predictably deliver better business results. → Read More
Customer Experience Analytics and Tracking: CX Metrics 101
In today’s digital-first-but-not-digital-only, customer-centric world, customer experience (CX) has quickly emerged as a critical differentiator for 9 out of 10 executives. But while many organizations are taking important steps to deliver on the promise of CX, they’re also challenged with measuring customer experience and tracking the value of CX and how it drives business results. There are… → Read More
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 the best of intentions can fall apart. When it comes to implementing customer experience (CX) capabilities in an organization, human nature and our ability to rationalize can torpedo a great theoretical plan. Everyone on the team may agree that a CX program is needed, but creating… → Read More
How to Define Your Customer Experience Strategy and Link it to Execution
Define Your Customer Experience Strategy and Link to Execution What exactly is a customer experience strategy? Spend any time online trying to answer this question and you’ll see how easy it can be to become overwhelmed with well-meaning but (in some cases) radically misinformed customer experience strategy definitions. The issue isn’t that the answers aren’t out there–they are. But, as the… → Read More
How to Define Your Customer Experience Strategy and Link it to Execution
What exactly is a customer experience strategy? Spend any time online trying to answer this question and you’ll see how easy it can be to become overwhelmed with well-meaning but (in some cases) radically misinformed customer experience strategy definitions. The issue isn’t that the answers aren’t out there–they are. But, as the saying goes, it’s hard to sort the wheat from the chaff. Among… → Read More
Customer Experience Analytics and Tracking: CX Metrics 101
The Importance of Measuring the Customer Experience In today’s digital-first-but-not-digital-only, customer-centric world, customer experience (CX) has quickly emerged as a… → Read More
Customer Experience Analytics and Tracking: CX Metrics 101
The Importance of Measuring the Customer Experience In today’s digital-first-but-not-digital-only, customer-centric world, customer experience (CX) has quickly emerged as a critical differentiator for 9 out of 10 executives. But while many organizations are taking important steps to deliver on the promise of CX, they’re also challenged with measuring customer experience and tracking the value of… → Read More
How “3-Dimensional” Customer Personas Radically Improve CX Design
Customer experience design professionals have recognized the power of customer persona for years. Unlike customer or audience segments—used primarily for…… → Read More