Jim Tincher

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...

5 reasons why CX should focus on the B2B Pre-Sales Journey

In the Harvard Business Review article, “The New Sales Imperative,” the CEB reports that in just the last two years the average number of people involved in a B2B purchasing decision...

Use Commitment Science to Drive CX Change

At Heart of the Customer, our team is reading Influence, the classic book by Robert Cialdini. While it’s an older book, it has a...

Behavioral Economics Explains Why Your Surveys are Flawed 

Daniel Kahneman isn’t known as a customer experience (CX) guru. A Nobel Prize winner, sure. Brilliant psychologist and leader in behavioral economics, yes. Author of...

Your CX Scorecard is Probably Measuring the Wrong Thing

“The purpose of a business is to create and keep a customer.” – Peter Drucker I love that quote. In one short sentence, Drucker summarizes...

What’s Worse than No CX Vision? Multiple CX Visions

Creating a compelling vision is one of the trickiest aspects of an effective customer experience (CX) program. A solid CX vision aligns teams, allowing...

Bringing the Voice of the Customer into CX Design – and Interview with Beth...

I met Beth Berg—a customer experience researcher—at a journey mapping round table at this year’s CXPA Insight Exchange, and really enjoyed her approach. So,...

“I’m new to CX – what do I do?” Seven Steps for the New...

One of the pleasures of my role is that I get to meet people new to customer experience (CX). Being a relatively new discipline,...

Your business doesn’t really care if your customers are likely to recommend you 

And neither should you. In CX, we love to talk about our survey results. We report the latest Net Promoter Scores, or show how we...

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