mhinshaw

Member Since: 8th Jun 2004

Columnist

Bio

Michael Hinshaw is President / CEO of McorpCX, a customer experience research, brand and strategy consultancy based in the San Francisco area. An innovative executive, consultant and educator, he has over 20 years’ experience in marketing, brand and management consulting. His perspectives on creativity and business performance measurement have been honed through the lenses of brand, touchpoint and customer experience mapping. For more information, view his blog on Customer Experience, or follow Michael on Twitter.

Michael Hinshaw

Managing Director McorpCX

30th Oct 2019

How to design and deliver a metrics system to prove CX programme ROI

In today’s digital-first-but-not-digital-only, customer-centric world, customer experience (CX) has quickly emerged as a critical...

Voice of the Customer

21st May 2019

The eight best practice capabilities of outstanding customer experience leaders

As MyCustomer launches the CX Leader of the Year award , Michael Hinshaw asks: how do the best customer experience leaders lead? As ever-...

Engagement

23rd Apr 2019

Don't jump to solutions - understand your customers' jobs and make them easier to do

Fall in love with your customers' pain points - not with your solutions! It’s human nature to fall in love with your solutions... it’s also...

Engagement

29th Mar 2019

Three critical things successful CX leaders get right

What can we learn from today's customer experience leaders, and how can we apply it to our own businesses? When we look at customer...

Engagement

17th Oct 2016

How mature is your customer journey mapping programme?

Many of us are familiar with Gartner’s hypecycle , representing the maturity, adoption and social application of specific technologies. At...

Engagement

12th Aug 2010

Will your customer experience be competitive by 2015?

Organisations are losing control over their customer experiences, altering the landscape of customer experience forever — yet those that...

Engagement