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

Founder and President McorpCX

11th May 2022

Hyper-personalisation: The future of customer experience?

According to Salesforce’s 2020 State of the Connected Customer report, nearly 70% of business customers and over half of consumers want...

Engagement

8th Apr 2022

The four most common customer journey mapping activation gaps

Customer journey mapping is one of the core tools in the customer experience professional’s tool kit - and with good reason; they help...

Engagement

3rd Mar 2022

The six most popular ways to drive proactive customer engagement

Done right, proactive customer engagement makes it easy for customers to engage with your brand, and it improves customer experience in the...

Engagement

5th Feb 2021

Five CX actions to help you adapt today - and five to prepare you for tomorrow

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

Loyalty

5th Jan 2021

What customer experience professionals can learn from entrepreneurs

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

Loyalty

17th Dec 2020

The upside of customer experience improvement in economic downturn

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

Loyalty

1st Dec 2020

Five customer experience trends that become more important every year

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

Loyalty

22nd Sep 2020

The six CX rules the best banks follow - and that all brands could benefit from

No matter who you are or what your financial needs are - consumers and businesses alike - you need an institution to help you manage your...

Loyalty

9th Sep 2020

Show, know and grow: Your three CX priorities for 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...

Loyalty

24th Aug 2020

14 CX lessons from digital transformation leaders

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

Engagement

Hyper-personalisation: The future of customer experience?

The four most common customer journey mapping activation gaps

The six most popular ways to drive proactive customer engagement

Five CX actions to help you adapt today - and five to prepare you for tomorrow

What customer experience professionals can learn from entrepreneurs

The upside of customer experience improvement in economic downturn

Five customer experience trends that become more important every year

The six CX rules the best banks follow - and that all brands could benefit from

Show, know and grow: Your three CX priorities for the COVID-19 era

14 CX lessons from digital transformation leaders

Empower customers to be their own heroes

Could you be our 2022 CX Leader of the Year?

How leaders can develop a service culture

Latest resources