In this week’s episode of the SIMPLE brand podcast, I talk with Michael Hinshaw.

Michael’s the founder and president of customer experience consultancy McorpCX where they help brands make customer experience easier for their leadership, their people, and their customers. He’s recognized on over a dozen "Top Global CX Influencers" lists. 

And Michael’s the co-author of two best-selling books including his latest - Experience Rules! The Experience Operating System (XOS) and 8 Keys to Enable It.

Here’s what we discuss:

• Who really defines your customer experience
• It takes more than surveys to understand your customers
• How to align silos in your organization
• Non-customer facing teams still impact the customer experience
• How your culture drives your customer experience approach

RESOURCES FROM THIS EPISODE:

• McorpCX
• Michael’s book - Experience Rules!: The Experience Operating System (XOS) and 8 Keys to Enable It 
• Michael’s book - Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive, and How To Be One of Them 
• Michael on LinkedIn