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.
Fun Read/Flawed Approach (Book Review)
As an avid reader dedicated to continually expanding my professional knowledge, I’m always interested in new books relating to customer experience. This is doubly true…
Learn Everything You Need to Know About CX From ’80s Music
I admit it – I’m a child of the ‘80s. We’ve got 150+ stations on our satellite radio, but it stays tuned to 80s on 8 or First Wave, except…
2021: The Year of CX Data
Given the year we’ve had, we need to talk hygiene. Because I suspect you’ve been neglecting it. Not because of the sweatpants you wore in…
CX Loses a Visionary
As I’m sure many of you were, I was shocked to hear of Tony Hsieh’s untimely death this past weekend. In case the name doesn’t…
An Effortless Experience Isn’t Enough
In CX, we all focus on making the experience easier on our customers. (We even made it the title of our book.) But building loyalty…
3 Tips To Manage the Lost Voice of the Last Customer
As CX practitioners, we work to uncover the Voice of the Customer (VoC) and use it to drive our company to improve. We combine qualitative…
What’s in a Name? Your Ability to Please Your Customers
I’ve always been a big reader, but the pandemic has given me even more time to indulge my passion. I recently devoured Conscious Capitalism, by…
CX Day Topic: How to Become a Trusted Advisor
I’ve yet to meet anyone who can believe it’s already October. Nonetheless, its arrival also means it’s time for CX Day, the annual celebration of…
Culture Is the Cart, Change Is the Horse
There’s no doubt about it – culture change is sexy. So sexy, that it’s where most customer experience programs focus. But starting with culture is…
Don’t Just Drive CX Success, Sustain It
We’re in the homestretch of my series on how to apply John Kotter’s change management work to customer experience! The penultimate seventh step, Sustain Acceleration, is…
Propel CX Momentum With Quick Wins
I’ve been writing about how to apply John Kotter’s change management work to CX. This week, I’ll tackle Step Six: Generate Short-Term Wins. The good…
Enable CX Action by Removing Barriers
On our continuing journey exploring John Kotter’s 8 Steps to Accelerate Change and how you can apply them to the CX world, we have reached…
Enlist a Volunteer CX Army
One thing about being in CX – you’re unlikely to have a huge staff. Typically, that’s deliberate. CX doesn’t – and can’t! – own the…
Create a Compelling CX Vision
Rallying your teams to move to a more customer-focused approach requires letting them know what needs to be done. And nothing is more effective at…
Build an Executive-Level CX Change Coalition
You can’t create an improved customer experience without active executive support. The top barrier to customer experience (CX) initiatives is “Other priorities.” Unless you actively…
To Spur Action, Create a Sense of Urgency
I wrote last week about the importance of change management for customer experience (CX) programs, using John Kotter’s model. This post dives deeper into Step…
CX Needs Change Management
You probably moved into customer experience (CX) because of a passion for customers. You chose this space because you know that if you can improve…
Experiences Designed for Everybody Satisfy Nobody
In my role as Heart of the Customer’s mapper-in-chief, I get the opportunity to view a lot of journey maps. Beautiful ones, ugly ones, those…
Chase Business Results, Not Survey Scores
We had a great discussion on LinkedIn a few weeks ago about the disconnect between customer experience and leadership. This post kicked things off: As I interview CX leaders and CEOs, it’s been fascina...
The Myth of the Customer-Focused CX Leader
Back in February (which feels like a century ago!), our analyst Diane and I were at the offices of Legrand AV, interviewing VP of Customer…