Jim Tincher

B2B customers are not just consumers 2.0

Frequent readers of this blog know that I’m into all things journey mapping, regularly reviewing articles on the subject. So I was particularly interested...

The Value of Customer Relationship Management: An Interview With Dawn Mergenthaler

Dawn Mergenthaler has been leading CRM marketing teams for healthcare, retail, and Software-as-a-Service companies for over a decade. She works closely with customer experience...

Heart of the Customer in Expert Interview Series

Something different. I was recently interviewed by Netscout as part of their Expert Interview Series for CIO Brief. A copy is below. Enjoy! Jim Tincher is...

Half of all journeys maps fail to drive change. Don’t be a statistic.

Customer journey maps are a customer experience (CX) leader’s best friend. Done well, a journey mapping initiative aligns your teams around a shared vision...

Building a customer room at Prudential – an interview with Jason Kapel

A customer room is a fantastic way to communicate just what it’s like to be your customer. Jason Kapel of Prudential discussed their customer...

Help your B2B clients, help yourself

As a B2B company, you have a great opportunity to see the big picture that is hidden from your clients. By serving multiple clients,...

Interview with Bob Thomas of the YMCA: Confident Employees Make Satisfied Customers

Bob, not in the proper uniform Bob Thomas is the chief experience officer for the YMCA of the Greater Twin Cities, a leading nonprofit dedicated...

Every customer experience project is a culture project

Culture is the biggest determinant of effective customer experience. While that’s especially evident in the service space, it’s also true for every other type...

Interview with Steve Eagon of Unitron: Creating a Great Patient Experience

Steve Eagon is the Director of In-Clinic success at Unitron. In his role, he works directly with clinics to directly help them improve their...

Creating Radical CX Change, the Quiet Way

At CXPA events I often run across new attendees with a familiar story. They’re obsessed with customers, and they want to transform their companies...

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...

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