Jim Tincher

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...

Fees are rational. Customers aren’t.

I love the book Nudge. It’s a great reference on how to use small actions to make big changes, discussing such domains as 401(k)s,...

Let Domino’s (Yes, Domino’s) Inspire Your Customer Experience

I’m a huge pizza fan. It’s a major character flaw, and hasn’t helped me in my goal to lose a little of this middle-aged...

Patients want choices, but that doesn’t mean they want to choose

I recently interviewed a specialty health care practitioner on behalf of a health device manufacturer. My client identified him as being less successful in...

Customer Journey Maps: How to Guide Your Leads to Customers

Bottom lines are important, and a good measure of how business is doing. But there’s something that might come before the bottom line, and...

An experience designed for everybody helps nobody

One unforeseen result from our journey mapping best practices survey was that a surprising number of practitioners – almost one-third – do not use...

Buying Models Frame Your Customer Experience Approach

Marketing is a critical ally in your effort to build an improved customer experience. They regularly communicate with your customers. If you don’t effectively...

Building Customer Empathy: An Interview with Natalie Schneider

Anthem, Inc. is in the middle of customer experience (CX) resurgence. I had the chance to catch up with Natalie Schneider, VP of Customer...

CXOs: Three Ways to Help Save Your CMO’s Job

According to Forrester Research, 30% of CEOs indicated that they are going to fire their CMOs this year. The primary reason? Too many CMOs...

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