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.
Video Interviews=CX Impact
I’m returning from a two-day Action Workshop, wrapping up a four-month journey mapping project. In the first day, we shared the literal voice of the…
Google is Creepy
My wife forwarded me an email from Google. It showed her everywhere she had visited in the last month, which creeped her out. So she…
What Make a Great Customer Experience Leader
Over the years I’ve had the opportunity to interview dozens of CX leaders, and still more as we wrote our book. Combining that knowledge with…
Measuring “ROE” – Return on Ease
ROI is the Holy Grail for customer experience (CX) programs – an elusive target that can validate your program and lead to greater influence. Unfortunately,…
Stop Playing CX Whack-A-Mole
“All happy customers are alike; each unhappy customer is unhappy in its own way.” Okay, that wasn’t really my quote – I’m paraphrasing Tolstoy’s Anna…
What Wells Fargo (and the Rest of Us) Can Learn from Samsung
“Who knows what happened to us two years ago?” Wells Fargo’s Chief Marketing Officer Jamie Moldafsky (I originally wrote about this here) “Who’s heard of our…
What are the World’s CX Leaders Doing? Lessons from Medallia’s Exchange ‘19
I attended Medallia’s annual conference for the first time and was impressed with the quality of both the keynotes and the breakouts. While I captured…
How Journey Mapping Differs from Traditional Market Research
We find a lot of confusion in the marketplace around journey mapping. Some think that journey mapping is just a workshop where you take all…
The Most Important Question: Who’s on your Journey Mapping Team?
Note: We’re celebrating the upcoming launch of our new book, “How Hard Is It to Be Your Customer? Using Customer Journey Mapping to Drive Customer-Focused Change,” by…
Who’s the Right Customer to Map? Your Third Journey Mapping Question
Note: We’re celebrating the upcoming launch of our new book “How Hard Is It to Be Your Customer? Using Customer Journey Mapping to Drive Customer-Focused…
Defining Scope: Should You Map an End-to-End Journey or a Specific Sub-Journey?
Editor’s Note: As we get ready for our book launch in May, we’re previewing the major topics. You can read more about our book at https://heartofthecustomer.com/book/.…
The First Key Journey Mapping Question: What is the Right Journey to Map?
Editor’s Note: As we get ready for our book launch in May, we’re previewing the major topics. You can read more about our book at…
Ten B2B KPIs to Track Starting Now (none are NPS) – Employee-Rated and Survey Items
Yesterday, we talked about Business KPIs that you need to track to truly understand the value and cost of different clients. Unfortunately, not every important…
Ten B2B KPIs to Track, Starting Now (none are NPS) – Business KPIs
CX pros are very customer-focused; we’re confident that if we just focus on customer needs, the ROI will take care of itself. Unfortunately, our business…
What is the Right Level of Granularity for Your Customer Journey Map?
Two weeks ago I hosted a webinar with Intouch Insight (you can view the recording here), and I was blown away with all of the…
If All Customers are Important, You have a Bad B2B Customer Experience
“When all customers are important…none will be.” – Syndrome from The Incredibles (slightly paraphrased) Are all customers worth the same to your business? No! But…
Interview with Marlanges Simar
Marlanges Simar is the Director of Customer Experience at Prime Therapeutics (Prime) managing their CX (Customer Experience) Architect team. Prime manages pharmacy benefits on behalf…
Four Ideas for Navigating Backorders with B2B Customers
As 2018 wrapped up, we finished mapping three very different B2B journeys – healthcare, manufacturing, and distribution. We found one major consistency: customers in all…
Why your CX Program isn’t “Winning”
Two weeks ago, I posted “Is Customer Experience a Missed Opportunity?” and shared CCW’s 2018 Market Survey. The report discussed the fact that many customer…
CX – Good People can’t Overcome Bad Data
My wife and I took a long-overdue vacation to Mexico, and stayed at an ocean-side resort over the holidays. At check-in, the desk attendant told…