Michael R. Hoffman is the leading authority on customer experience. Hoffman’s book, Customer Worthy, Why and How Everyone in Your Organization Must Think Like a Customer” has become a manual for companies seeking to understand and monetize their customer’s experience for competitive advantage. The CxC Matrix, presented in Customer Worthy (book web site), is the industry standard for depicting, monetizing and managing a company’s customer experiences.

 

Hoffman's work with Fortune 500 companies in diverse industries across retail, communications, travel, non-profits, publishing, utilities, media and financial services has made him a sought after speaker at national conferences on marketing, sales, customer service and the future of customer technologies and customer experience.

"I've been fortunate to work with some of the best marketing, sales and service brands and their management and agency partners over the past twenty years as well as a number of start-ups and mid-size companies all seeking to better understand and monetize their customers to grow their competitive advantage. 

The current and emerging wave of differentiation is simply:CUSTOMER. 

The customer's criteria for each interaction: Customer Worthy? 

If the customer deems the interaction "customer worthy", then the company 

reaps the benefits of preferential profit margin, repeat business, referrals, reduced cost of acquisition and reduced service expense. If the proposition, the offer or a contact are deemed not "customer worthy", the customer will go elsewhere. While the customer may still show up on the company's radar, the company will likely be off the customer's radar which, itself, is a very expensive dynamic.