Measurement is an essential part of CX success, and the insights in this playbook can help you get there faster.
ALM Intelligence/Kennedy Research named McorpCX a global leader in their Digital Customer Strategy & Experience Consulting report.
By Michael Hinshaw and Bruce Kasanoff
Four disruptive forces are changing the concepts behind customer experience and radically disrupting business as we know it.
Customer Experience is widely viewed as the great differentiator among loyalty marketers. Those brands seeking to raise their public image might not drive the most value from CX.
Buyer personas are a well-worn technique adopted by marketers to get under the skin of customers. But personas also have a crucial role to play in the increasingly important discipline of customer journey mapping.
Loyalty360 interview with Michael Hinshaw. The ability to consistently deliver a great customer experience is something competitors can’t simply copy.
Michael Hinshaw for Content Science Review
How would you answer if every company you dealt with asked you this question: “Which is more important to you? Customer experience or your privacy?”
Michael Hinshaw for CNBC
To survive in the face of smart, connected and digitally adept customers, established firms need to understand what’s happening, and reinvent themselves to stay alive.
Michael Hinshaw for BAI
In a world where bank customers are more likely to switch and to show less loyalty than ever, customer experience is a double-edged sword.
MetaOps Magazine interviews Michael Hinshaw, CEO of McorpCX, about Customer Experience and meeting customer experience expectations.
Michael Hinshaw & Bruce Kasanoff for Fast Company
Massive disruption is coming, and the only question is whether your firm is going to cause it or fall victim to it. Disruption is not easy—either to create or to confront. We have no illusions...
Marketing Insights, the AMA
Providing great customer experiences at every digital touchpoint can be a real challenge for brands, especially while many still struggle to define where their customers are in the digital space.
Michael Hinshaw for Western Banker
McorpCX has conducted customer experience research with thousands of banking customers for dozens of banks. And the experiences customers expect has changed dramatically in recent years. Why?
What challenges and opportunities do financial services marketers face as they strive to improve marketing and brand performance, relevance, value and accountability within their organizations?
Michael Hinshaw for Broker Banker Magazine
If having “satisfied” customers was all it took to grow, mortgage bankers would be in heaven.
Small Business Banking News
Banks of all sizes rely on Customer Satisfaction Surveys to better understand their relationships, with most finding a comfortably high percentage of satisfied customers. So why do fewer than thirty percent of the...
What could be more important than improving sales and your customer relationships?
ABA Bank Marketing
By asking the right questions of your customers, Loyalty Mapping provides a clear picture of an organization's actual performance, and provides benchmark data against which to measure progress.
Sales and Marketing Management
From instant ordering and social media to your competitors, control of customer relationships has shifted into the hands of anyone with a connection.
No matter what industry you’re in or what product or service you provide, your customers have become more savvy and demanding in the past five years.
Quirks Marketing Research Review
The word is “touchpoint.” And if it isn’t important to you now, it probably will be: Virtually unused 10 years ago, the phrase has entered the customer experience lexicon in a big way.
A national telecommunications company recently tracked the buying habits of self-described satisfied business customers, to help better understand how they might transact in the future.
Curt Finch, Small Business Trends
In the last few years, we’ve seen that the ways customers interact with and think of companies — and the experiences they expect in return — is changing dramatically.
Let’s face it, if you’re an unhappy customer, it’s a lot easier to take your business elsewhere these days. So one of your top priorities as a small business should be to make sure your customers don’t have a reason to shop around.