<p>In this week’s episode of the <em>SIMPLE brand</em> podcast, I talk with <a href="https://www.mcorpcx.com/" rel="noopener noreferrer nofollow">Michael Hinshaw</a>.</p><p>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. </p><p>And Michael’s the co-author of two best-selling books including his latest - <a href="https://amzn.to/3Cm5Pn7" rel="noopener noreferrer nofollow"><em>Experience Rules! The Experience Operating System (XOS) and 8 Keys to Enable It</em></a>.</p><p>Here’s what we discuss:</p><ul><li>Who really defines your customer experience</li><li>It takes more than surveys to understand your customers</li><li>How to align silos in your organization</li><li>Non-customer facing teams still impact the customer experience</li><li>How your culture drives your customer experience approach</li></ul><p><b>RESOURCES FROM THIS EPISODE:</b></p><ul><li><a href="https://www.mcorpcx.com/" rel="noopener noreferrer nofollow">McorpCX</a></li><li><a href="https://amzn.to/4hwjecC" rel="noopener noreferrer nofollow">Michael’s book - <em>Experience Rules!: The Experience Operating System (XOS) and 8 Keys to Enable It</em></a> </li><li><a href="https://amzn.to/3UBYndQ" rel="noopener noreferrer nofollow">Michael’s book - <em>Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive, and How To Be One of Them</em></a> </li><li><a href="https://www.linkedin.com/in/mhinshaw/" rel="noopener noreferrer nofollow">Michael on LinkedIn</a></li></ul>