Jim Tincher

Eight Ways to Build Customer Empathy

Customer empathy is absolutely critical to a company-focused culture. Without empathy, employees focus on their own problems, rather than your customers’. They build overly-complex...

In B2B Relationships, Being a Trusted Advisor Matters

There’s nothing more powerful than a trusted advisor. Each of us has our go-to people we call for advice. While a trusted advisor could...

Just because your customers say it isn’t important doesn’t make it so

The intangibles matter. Don’t let bad research ruin your customer experience. Bad research can wreak havoc with your customer experience. It can lead you to...

Your Moment of Truth

In every customer journey, some interactions matter more than others. There are certain moments that cause customers to leave you, some that potentially lead...

Four steps to build an improved B2C customer experience

Serving consumers is different than serving businesses.  It’s not harder or easier – just different.  I’ve seen real challenges in the past when leaders...

CX is a team sport. Is your whole team playing?

You wouldn’t play soccer without your forwards. You’d never try basketball without guards. So why do so many teams try to win at CX...

Make Your Customer the Hero of Your Story

Imagine your customer’s interaction with you as a story. It has a beginning—when your customer first contacts your company—and an ending—when their interaction with...

How can you meet customers’ expectations if you don’t know what they are?

What does “good” look like? It’s something that, as CX leaders, we’re always thinking of.  I frequently get asked questions like, “How fast does our...

Where I learned about the importance of customer journeys

Eighteen years ago, my son Danny taught me everything I needed to know about customer journeys. At just three years old, Danny wasn’t a verbose...

Journey Mapping: Start With Your Hypothesis

I’m on the plane back from the CXPA Insights Exchange – our annual conference where we get to share best practices and help develop...

Creating a “Heart-Wired” organization – an interview with Chrisie Scott, VP Marketing at Meridian...

While all customer experience strategies are important, healthcare brings it to a whole new level. Patient experience, and the potential for harm, amps up...

The Best Way to Serve Omnichannel Customers? Just Ask Them.

It’s hard to be in customer service. There are so many different – and conflicting – reports of what customers really want from you...

Journey Mapping = Effective Customer Service Strategy

It’s no secret around here that journey maps are key to a successful customer service strategy for your business. We do a lot of...

So You Want To Make A Journey Map, Part 2: Who Do You Map?

In my last blog post I talked about what journeys you should map when you set out to create journey maps of your customers....

So You Want to Make a Journey Map

In just the last year we have seen a dramatic increase in journey mapping’s popularity, as more and more organizations realize what an effective...

Your Frontline Workforce Shouldn’t Leave Your Customers Feeling Cold

Sometimes, your customers just want to feel heard. A number of years ago, I was travelling for a job interview and booked a night at...

Journey Mapping: Not Just a Research Project

As more and more people are learning about journey mapping, it’s becoming clear to them just how useful it can be. And that’s great!...

Exemplary Customer Service: It’s All About the Journey

“The purpose of a business is to create and keep a customer” – Peter Drucker Sometimes, it seems that companies focus exclusively on the first...

Journey Mapping to Hypothesis Mapping: Creating Better CX

Journey mapping is a great way to visualize and truly understand your customer’s journey as they interact with your organization. But when you start...

Proof That CX Pays

As a customer experience professional, you know CX pays. How could it not? Customer experience leads to loyalty – so if your customer experience...

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