Jim Tincher

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...

Three steps to create customer-focused change

Customer experience (CX) is about change. I wrote about this last week. But there’s a lot of confusion about the best way to create this...

Sometimes, meeting customer promises isn’t so impressive.

A few weeks ago, I found myself flying Air Canada for the first time. There were multiple issues – both flights were delayed without...

Using SMS to improve – or detract from – the customer experience

I’ve been traveling a lot, and recently had a few service interactions that show the power – and the peril – of using texts...

Are Your New Customer NPS Scores Low? Here’s Why

It’s not unusual for new customers to have lower scores than expected—but it can seem counterintuitive. After all, they just selected your company – why...

The Best Way to Learn from Your Customers? Sit Down and Shut Up!

We all like to talk. It’s part of being human. We like to share ideas and concepts. It’s natural. It’s also a terrible way to...

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