Publications

By Michael Hinshaw and Bruce Kasanoff

Four disruptive forces are changing the concepts behind customer experience and radically disrupting business as we know it.

Loyalty 360

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.

MyCustomer

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

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.

Forrester Research, Inc.

Companies need help with enterprise customer experience transformation.

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

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...

SmallBizCRM.com

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.

American Executive

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.

1to1 Media

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. 

Forrester Research, Inc.

Digital customer experience is at the center of smarter Customer experiences.

Forrester Research, Inc.

Delivering superior customer experiences requires disciplined management and cultural commitment.

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.

Time.com

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.