Jim Tincher

Trust: I don’t think Wells Fargo gets it yet

By focusing on the “metrics are bad” message, Wells Fargo misses the point. Yes, they fired thousands of people, but the likelihood that they got rid of all the bad apples is unlikely.

“Now, why exactly do you need to talk to customers?”

I was talking with a prospective customer last week, and walked through our customer journey mapping process – how you first collect companies’ hypothesis and existing data, then go out to their customers, interviewing them in their places of work (the...

CX + EX (Employee Experience) = Great Experiences

Customers will never love a company until the employees love it first. – Simon Simek This quote reflects one of the biggest disconnects in customer experience – focusing only on the customer experience. It makes sense. Heck, that’s our name! Why wouldn...

How do you operationalize “Customers are our #1 priority”?

I recently moved to a new part of town, and the local Wendy’s has “We love customers” on their placard. My dry cleaner has the same message printed on their hangers. Who cares? What is the purpose of such a generic statement? Do other dry cleaners have...

“You’re not elevating human connection unless you’re creating those positive experiences unique to each customer,” an interview with...

Devin Anuzis is Corporate Manager, Customer Experience at Benchmark, the leading provider of senior living services in the Northeast. Serving as the “voice” of the customer program, Devin manages multiple feedback channels and deciphers the feedback fo...

Delight your customers – but only if they want to be delighted

Delight your customers, or make it easy for them? How do we reconcile two popular CX books with opposite conclusions – The Effortless Experience vs. The Power of Moments? Consultancy CEB is the driver behind The Effortless Experience. They conducted th...

What is the point of a journey map?

We held an offsite today. As our team expands, it’s important to connect and learn from each other, and this was one of those rare opportunities. Engagement Lead Kathleen Hoski led us in an exercise to review our past journey maps, discussing and align...

The Top 10 Reasons Customer Journey Mapping Fails

I just came back from hosting the CXPA’s Insight Exchange and talking all things customers. Of course, I tended to hang out in the customer journey mapping sessions. While the practice is maturing, there’s still a lot of room for improvement. In the sp...

B2B Journey Mapping Best Practice: Follow Up

B2B journeys are different from those of consumers. Consumer relationships are often anonymous – how many Coke customers have ever met somebody from the company? As ironic as it sounds, business relationships are much more personal. I’ve never met anyb...

Creating a CX Capability Interview – Part 2

We posted part 1 last week. Here’s part two of Jim’s interview with Intouch Insight: —– In part-one of our interview, Jim – founder of Heart of the Customer and Certified Customer Experience Professional (CCXP) – provides many grea...

Interview: Building a World-Class CX Capability

I recently did an interview with Intouch Insight–see below for Part 1. —– We recently sat down with Jim Tincher, founder of Heart of the Customer and Certified Customer Experience Professional (CCXP), to get his take on the customer experienc...

Journey Mapping Best Practices

The Twin Cities Research Group (TCRG) asked Jean Fasching and me to present on Journey Mapping Best Practices. Jean is a HoC engagement lead with a strong research background, perfect for this audience. The agenda: Who we are Why journey mapp...

Your Quest for Survey Data May Be Hurting Your Company

One thing we CX-ers have in common: we love our metrics. Go to any CX conference, and the room that’s filled to overflowing is probably talking about metrics. Metrics are comfortable for us. Whether we’re talking Net Promoter Score, Customer Effort Sco...

Designing Customer Journey Maps: An Interview with Kris LaFavor

We sat down recently to chat with Kris LaFavor, Heart of the Customer’s Data Visualization Designer, about her work designing journey maps. What do you do when you start the process of designing a customer experience journey map? It’s important for me ...

Social Proof: A Powerful, but Underutilized, CX Tool

 A common concern I see among CX pros is a concern over customers who are making “bad” choices. Customers who aren’t making the best use of the company’s products or services.  This problem exists across industries, both B2B and B2C. Some exa...

The ADKAR Change Model and Customer Journey Maps 

Image credit: Prosci.com The primary reason to run a customer journey mapping project is to drive customer-focused change. That’s what we heard when we asked customer experience practitioners to rate their success with their journey mapping ...

You Think Airline Service is Bad? Try Taking the Bus

My daughter was home from college this holiday break, and wanted to visit her brother in Ames, Iowa, about four hours away. As we’re a one-car family, she elected to take the bus. That started a series of inexcusable event...

Comcast is trying – but they still don’t understand what CX really is

I fired Comcast for their customer experience – but not for the reasons you might think.  Comcast is the poster boy for poor customer experience. Most of these complaints have to do with negative touch points, such as reps who chang...

The Power of Moments: A Q&A with Chip and Dan Heath

Anybody who has read any of Chip and Dan Heath’s books know that they’re compelling and well-researched. I was lucky enough to receive a...

Four Common Journey Mapping Mistakes

Journey mapping isn’t easy. That’s why almost 2/3 of journey maps fail to drive change.   A failed journey mapping project is a huge waste – not just because...

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