269: Experience Rules with Your Customers and Your Employees

No matter what leadership role you have, what you and your team do on a daily basis affects your customers, either directly or indirectly. Do you have systems in place for tracking and managing both the customer experience as well as your employees’ experiences?

If you don’t, you’re in for a treat because our guest Michael Hinshaw is an expert in the area of customer experience, also known by the letters CX.

Michael is the Founder and President of customer experience consultancy McorpCX, and he’s recognized on more than a dozen lists of “Top Global CX Influencers.” He has consulted for and advised executives at companies such as Intel, Microsoft, Biogen, Roche, Best Buy, and lululemon.

Michael is the co-author of the best-selling book Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive, and How to Be One of Them. His new book is Experience Rules! The Experience Operating System (XOS) and 8 Keys to Enable It, co-authored with Diane Magers. This conversation covered only a few of the 8 keys, so you’re encouraged to pick up a copy of his latest book to learn about the others.

You’ll discover:

  • Michael’s first experience gathering input from customers—and the impact that had on the company he worked for
  • How customer experience (CX) and employee experience are alike
  • What’s really behind a customer’s decision to continue doing business with a company
  • How internal and external councils can strengthen your business as it relates to CX
  • The first steps you can take to find out if your own customers are happy with your company…or not

Watch the episode:


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