About
Michael R Hoffman
Book Michael R Hoffman, Motivator, Author, Success Futurist, Speaker
Michael R. Hoffman is a passionate customer advocate who enables companies and each stakeholder to vividly see their business through customer’s eyes, ears, wallets, experiences, memories and mentions.
His “Think Like a Customer! journey started 30 years ago when invited to 3 Fortune 100 companies annual strategy meetings and a 4th start-up ecommerce company’s offsite within 10 days in August. Brilliant and thorough presentations, P&L scenarios, econometrics, product development, competitive analysis presentations covered each business and sector in depth. But?
Hoffman was struck by the omission, the absence of “CUSTOMER” mentions in each plan, scenario, hypothesis. “ Aggregate numbers, market share, wallet share were too vague and Hoffman identified that they were lagging indicators not reflective of emerging and near future customer preferences and environments.
What if everything presented by each business and department leader was true, how would each customer be affected? How would each investment decision impact customers? Which customers? How many? When? How many customers buying which products and services were required to achieve projected revenue growth goals? Over what time cycle? Had anybody evaluated the businesses based on Customer Lifetime Value? Even total annual revenue divided by number of customers?
If a competitor moved aggressively, which customers must you protect at all costs? Their names, numbers and future lifetime value?
This is the value of Thinking Like a Customer?
This is why and when Michael became as a pioneer in monetizing customers and customer experience and maximizing customer value in every click, glance, inquiry, shipment, box and envelope opening, service call, product return and face to face smile.
With over 30 years of hands-on experience working at the intersection of marketing, data, and technology, he has helped organizations of all sizes design and implement systems to better understand, target, win, and grow their customer base.
Michael speaks the language of sales, operations, finance, and technology – all with a customer-first dialect. He has led customer-centric transformations in global corporations and nimble start-ups alike, consistently proving that when every team thinks like a customer, innovation thrives and financial performance soars.
His “customers are everyone’s business” approach invigorates employees across silos, sparking innovation, enthusiasm, and a contagious passion to build and deliver solutions that are truly customer worthy.
A dynamic keynote speaker and workshop leader, Michael is sought-after for his ability to bridge inspiration with practical how-to’s. He has delivered energizing talks and workshops for industries ranging from financial services to services industries, from healthcare to telecom and non-profits, education, government and non-profits, always tailoring his message to the audience’s context. His writing and presentations have appeared globally in trade conferences, innovation think tanks, interviews, podcasts and publications, and he has been a featured guest on podcasts/webinars about growing customer value in every interaction, curating optimal experiences, customer centricity, future of work and what the customer, business and technology ecosystem will look like in 10 years.
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Distributing the Customer Worthy materials to your teams, clients and prospects powerfully enhances your business relationships by demonstrating your commitment to customer-centric excellence and shared value creation. Customer Worthy Tools serve as both a practical guides and reinforcement for customer success. Companies use Customer Worthy materials to equip clients with proven frameworks like the CxC Matrix to visualize, monetize, analyze, and optimize every customer interaction.
Key Benfits
Positions You as a Thought Leader: Sharing Customer Worthy signals that you are invested in the latest, most effective approaches to customer experience and business growth. It shows you care about your clients’ success
Engages Clients in Innovation: Customer Worthy materials invites departments and clients to participate in the design and innovation of new solutions, fostering collaboration and deeper partnership.
Opens Doors for Business Development: By providing actionable insights and practical tools, you help clients solve real problems, making them more likely to trust you with future projects and initiatives.
Customizable for Your Brand: With options for custom-branded editions, your company’s name stays top-of-mind every time the book is referenced or shared within your client’s organization.
Aligns Stakeholders: The CxC Matrix framework gets everyone “on the same page,” helping your clients align their teams around customer value, which can lead to more effective joint projects and long-term loyalty.
Demonstrates Tangible Value: Giving clients a resource that quantifies and improves customer experience shows you deliver more than promises—you deliver measurable results.
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