Meet the Expert
Michael Hinshaw
Managing Director, MCorp
- Entrepreneur, executive, teacher, early adopter and leader in customer experience management, founding MCorp – a customer experience innovation consultancy – in 2002.
- Developer of Touchpoint Mapping, a trademarked approach to quantifying and improving customer experience, working with leading global companies such as Microsoft, Blue Shield of California, lululemon, Danon, and others.
- Advisor to global organizations including Argo Group, Danone, McKesson, T. Rowe Price, and the United Methodist Church on brand, customer experience and loyalty.
- Co-author with Bruce Kasanoff of Amazon best-seller "Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive, and How To Be One of Them."
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Customer Experience Innovation in the Era of Digital Disruption
Managing Director, MCorp
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Focus on the intersection of business, brand strategy and unmet customer wants and needs: Solve real customer problems in a way that is relevant to you.
Engage in a proven, defined process: Customer experience-driven innovation is a discipline that requires hard work.
Look at your industry and company through the eyes of your customers: Use customer research to adopt an “outside-in” view of your world.
Move beyond incremental improvements: Innovation is not about a small fix or closing a known gap, but changing how customers get what they need.
Build support by creating a business case for customer experience improvements internally.
Engage customers, employees and other stakeholders throughout the experience design process.
Prototype, test and refine new services, experiences or products before taking them to market, then monitor them in the marketplace.
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Customer Experience Innovation in the Era of Digital Disruption:
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