Jim sees the world in a special way: through the eyes of customers. With a lifelong passion for customer experience, Jim founded Heart of the Customer to help companies of all sizes improve their customer experience. Before launching the company, Jim led customer engagement initiatives at Best Buy, Gallup and UnitedHealth Group. In the process, he became an expert in using Voice of the Customer research to identify unmet needs, develop new products and improve customer service. His Heart of the Customer Journey Maps™ are a powerful tool designed with one simple goal: customer loyalty.