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.
“We’ve all seen those studies where it says a one-point increase of CSAT equals this revenue, but to a Commercial Officer, a CEO, or a…
The jostling we’ve seen in the CX tech marketplace over the past few weeks ― and discussed in previousposts ― is going to impact more…
Do you feel it? That rumbling beneath your feet? It’s a seismic tremor that’s changing the CX landscape. Back in December, I predicted 2021 would…
This post picks up where last week‘s left off…In giving bonuses based on overall survey results, companies are assuming that 1. teams actually know what…
I’ll get right to the point: Change management is cheaper than bribing employees. It’s more effective, too. The CEO of a client organization recently asked…
Research from CustomerThink, Forrester, Pointillist, and the XM Institute agree: Few CX programs can prove that their work matters to business outcomes. This reminds me…
As regular readers have probably noticed, I’ve been referencing the massive research project we undertook last year often in recent blog posts, especially while sharing…
If I could only ask you one question to determine if you’re a Change Maker, it would be this: “Tell me about your data.” Most…
The benefits of customer journey maps – static and living – can be transformational for both your organization and your customers. But your maps won’t…
It’s hard to overstate how much building an emotional connection with customers matters.According to the XM Institute, when the emotional experience is rated highly, 76%…
Done right, CX is a business discipline where organizations thrive by investing in an improved customer experience. That notion is largely accepted, even though it’s…
After more than 150 hours of interviewing CX leaders – and surveying 200+ more! – it’s clear that one thing separates the best from...
Heart of the Customer’s Jim Tincher sat down with Style Psychology Founder and CEO Kate Nightingale recently, to discuss the role of emotions in the…
Does it take you five hours to update your customer health dashboard, only to have three people barely glance at it? Worse yet, did someone…
Imagine if your HR partners told you they were going to use one metric to measure all of your employees, and that should be how…
At Heart of the Customer, we work across many different industries – in the past six months alone, we’ve partnered with life insurance, SaaS software,…
How would you respond if your deliberately behind-the-scenes customer experience efforts were suddenly thrust to the foreground? That’s the challenge Office Pride Commercial Cleaning Services’…
One of the most critical findings from our 100+ interviews with CX pros over the course of 2020 was the importance of selecting one emotional…
After reviewing The Journey Mapping Playbook earlier this month, it struck me that one of the biggest misses in the book (outside of the flawed…
Customer experience has three components: Effectiveness, Ease, and Emotion. But too often, CX programs focus only on the first two. Why? Because they’re simpler to…