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Posts by Denise Marshall

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About Denise Marshall

Publications
Customer Experience

Digital Customer Strategy and Experience Consulting Report

ALM Intelligence/Kennedy Research has named McorpCX a global leader in their Digital Customer Strategy & Experience Consulting report, positioning us as highest in “Depth of... Read More
Publications
Customer Experience

Customer Experience Metrics Matter

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. Read More
Publications
Customer Experience

The Customer Experience (CX) and Survival in the 21st Century

MetaOps Magazine MetaOps Magazine interviews Michael Hinshaw, CEO of McorpCX, about Customer Experience and meeting customer experience expectations. Read More
Publications
Customer Experience

7 Ways To Disrupt Your Industry

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.... Read More
Publications
Customer Experience

The Experience Economy

The Experience Economy published in The AMA’s Marketing Insights Providing great customer experiences at every digital touchpoint can be a real challenge for brands,... Read More
Publications
Customer Experience

Customer Touchpoint Management: Find Out Where Your Firm Stands

SmallBizCRM.com What could be more important than improving sales and your customer relationships? Read More
Publications
Customer Experience

Measuring Customer Loyalty As Well As Satisfaction

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... Read More
Publications
Customer Experience

Controlling Touchpoints to Deliver a Better Customer Experience

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. Read More
Publications
Customer Experience

Take Control of Your Customer Touchpoints

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... Read More