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Ep 483 - Experience Operating System (XOS) With Michael Hinshaw
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Michael Hinshaw is a seasoned marketing professional and a master's degree holder in design who has made significant strides in the business world. He founded a firm serving private equity firms and investment banks in the late 1990s, and later transitioned into the Internet sector where he founded Mcorp CX, a customer experience consultancy. Hinshaw's perspective on the impact of customer experience on business is that it is a crucial element for success. He emphasizes the need for businesses to align their marketing, sales, and service to meet customer expectations and advocates for a shift from an inside-out to an outside-in perspective. This approach focuses on understanding how customers interact with a business and what they need and expect. Hinshaw's extensive experience in customer experience consultancy and his upcoming book, "Experience Rules: The Experience Operating System (XOS)," underscore the importance of a customer-centric approach in driving business growth and success.
Episode Outline:
(00:02:44) Experience Operating System: Enhancing Customer Interactions
(00:02:44) Experience Operating System: Enhancing Customer Interactions
(00:12:19) Improving Customer Experiences Through Touchpoint
Analysis
Analysis
(00:20:30) Aligning Departments for Enhanced Customer
Satisfaction
Satisfaction
(00:23:36) Enhancing Business Success Through Customer
Perspective
Perspective
(00:25:44) Maximizing Lifetime Value through Customer
Relationships
Relationships
(00:26:10) Fostering Customer Loyalty for Long-Term Success
Bio:
Michael Hinshaw is the founder and president of customer experience consultancy McorpCX, and recognized on over a dozen "Top Global CX Influencers" lists. He's also co-author of the best-selling book Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive, and How to Be One of Them, and has been published and quoted in dozens of publications ranging from Harvard Business Review and Fast Company to American Executive, Forbes and Time. His new book, Experience Rules! The Experience Operating System (XOS) and 8 Keys to Enable It, and co-authored with Diane Magers is slated for release Q1 of this year. A Teaching Fellow at UC Berkeley’s Lester Center for Entrepreneurship and Innovation at The Haas School of Business, he has consulted for and advised executives at companies such as Intel, Microsoft, Biogen, Roche, Best Buy, and lululemon.
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