Retail Podcast 1002: Michael Hinshaw Smart Customers, Stupid Companies

Michael Hinshaw, author, and president of MCorpCX

Bob Phibbs interviewed Michael Hinshaw, author, and president of MCorpCX, about balancing corporate amnesia with relevant customer personalization - and more - on this episode of Tell Me Something Good About Retail.

Michael Hinshaw

Tell Me Something Good About Retail

Michael Hinshaw Smart Customers, Stupid Companies: Revolutionizing Retail Experience



🔍 Top Takeaways:

Challenges in Retail

Omnichannel Retailing: Customers expect consistency and continuity across all channels, which requires sophisticated data management and personalization.

Employee Experience

Empowerment and Training: Ensuring employees have the tools, authority, and training to provide exceptional service is crucial for customer satisfaction and employee retention.

Customer and Employee Alignment

Understanding Customer Needs: For new retail brands, deeply understanding customer needs through direct interaction and feedback is key to developing offerings that meet or exceed expectations.

Data Integration and Transparency

Employee-Customer Synergy: Aligning employee experiences with customer expectations can lead to more authentic and effective customer interactions.

Future of Retail

Customer-Centricity: The core of retail success lies in understanding and prioritizing customer needs, ensuring every interaction adds value and builds loyalty.

Available now on your favorite podcast platform as: Tell Me Something Good About Retail.  


Michael Hinshaw

Find out more about Michael


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