Jim Tincher
Jim Tincher
Jim sees the world in a special way: through the eyes of customers. This lifelong passion for CX, and a thirst for knowledge, led him to found his customer experience consulting firm, Heart of the Customer (HoC). HoC sets the bar for best practices and are emulated throughout the industry. He is the author of Do B2B Better and co-author of How Hard Is It to Be Your Customer?, and he also writes Heart of the Customer’s popular CX blog.
How Wolters Kluwer Financial Services builds a great customer experience – an interview with interim president Pete Koehn
Imagine a former accountant leading an organization that helps banks manage regulatory compliance. You might picture a reliance on financial facts and figures making...
Dan Arielly nails customer empathy
I’m a big fan of Prof. Arielly’s work, such as the book Predictably Irratinoal, and subscribe to his weekly Q&A. His response to a...
What really matters in patient experience?
Transactional surveys are risky. With so much riding on them, there’s too much temptation to game the system – not just by front-line employees,...
Why is Ace Hardware trying to buy my loyalty?
No neighborhood is complete without the local hardware store. Ours is Settergren’s, an Ace Hardware that’s been in business for over a hundred years. Like...
It’s time to rethink transactional surveys
As a CX profession we’re addicted to surveys. We want to know more about our customers, and a survey is our first response. A survey by itself...
Remember, Call Center Agents = Your Brand
Defining your brand used to be so much easier. In the good old days (for me, the good old days were the 80s), your...
“Customer Experience is all about culture change” – an interview with Mark Smith, VP of CX at GE Capital...
How do you create change when you’re the first customer experience (CX) leader at a highly successful business with a history of customer focus? That’s...
Customer journey maps are all about expectations
Nobody likes surprises. Even positive ones can ruin your customer experience. Here’s a case in point. I was teaching at an insurance company when an employee told...
Refunds are for cowards
Tuesday I had a major issue with my host provider Inmotion Hosting. I discovered that my beautiful new site no longer looked so beautiful,...
Why Agent Coaching is the Key to Customer Loyalty
Michael Jordan had Phil Jackson. Walter Payton had Mike Ditka. Look at any great athlete, and you often see a great coach. But it’s...
Not ready for customer experience governance? Then you’re not ready for CX
As a passionate customer experience (CX) advocate, I frequently get to meet with companies just beginning their customer experience journey. I can consistently predict their...
Interview with Laurie Englert – Customer Experience is a Team Sport
A new digital experience can make or break success for a manufacturer. But what do you do when you discover that many of your...
Remember, Call Center Agents = Your Brand.
How’s your brand today? Defining your brand used to be so much easier. In the good old days (for me, the good old days were...
Journey Mapping: Interview with Annette Franz
As part of the launch of our new website, I’m interviewing Annette Franz, author of the popular Customer Experience (CX) blog CX Journey. In...
What the heck IS loyalty, anyway?
Is it your Net Promoter Score (NPS)? Customers who say they’re likely to purchase again? Some other survey metric? Or is it something else. If you…
CX people are digital, customers and employees are analog
There’s been an ongoing discussion on the CXPA’s LinkedIn group around an article listing the most effective journey mapping tools. Tools mentioned were Visio,...
Customer Effort Score 2 – Is it easy?
Effort is the bane of your customer experience. Or, as I like to say, “Thinking is bad.” But is customer effort the right measurement...
Training Customers = Losing
“Customers aren’t filling out our form completely. We need to train them to fill it all out, and then we’ll be able to serve...
It’s time to get journey maps right
This is a journey map rant. It’s time we stopped calling employee workshops, Post-It Notes charts and PowerPoint and Visio documents customer journey maps. And...
Microsoft: Customer Experience (finally) wins over “strategy”
Do you trap your customers? Do you try to force customers who use one product to use another? Microsoft certainly has a reputation for...