Jim Tincher

Does your customer or employee come first? Answer: Yes

This continues my review of the 2013 Temkin Award Winners and how they match the Heart of the Customer model. As I reviewed the...

“No, Bill. You don’t want wider seats.”

At a recent dinner party I explained what I do for a living. One attendee responded, “Well, then can you please call Delta, and...

Target shows the difference between customer experience and customer service.

A recurring theme among my customer experience friends and clients is the frequent confusion between customer experience and customer service.  We explored this theme...

Customer Experience is a Partnership – Interview with Robin Schribman, VP of Customer Insight...

This is the fifth in our Aiming for the Hearts of their Customers interview series, with seven Minnesota customer experience leaders sharing their strategy...

Creating a great customer experience for agents AND consumers – an interview with Lisa...

This is the fourth in our Aiming for the Hearts of their Customers interview series, with seven Minnesota customer experience leaders sharing their strategy...

Driving a Customer Experience Culture Change – Interview with Ingrid Lindberg, Chief Customer Experience...

This is the sixth in our Aiming for the Hearts of their Customers interview series, with seven Minnesota customer experience leaders sharing their strategy...

Customer Experience Drives 37 Consecutive Quarters of Same-Salon Growth – an Interview with Rhoda...

This is the fourth in our Aiming for the Hearts of their Customers interview series, with seven Minnesota customer experience leaders sharing their strategy...

Ghita Worcester, Senior Vice-President of Public Affairs and Marketing, UCare

Overview Imagine leading a customer experience program serving a very diverse population that speaks dozens of languages, has many members new to this country, and...

Mara Bain, Chief Experience Officer, Western National Insurance

This is the second in our Aiming for the Hearts of their Customers interview series, with seven Minnesota customer experience leaders sharing their strategy...

Interview with Dave Kirsch, CEO of Shipper’s Supply

We're starting off 2014 with the interview series Aiming for the Hearts of their Customers. These interviews showcase the current state and 2014 plans...

Customer Journey Map Round Table Review

I had the opportunity this week to host a CXPA round table on Best Practices on Customer Journey Mapping for B2B and B2C. We...

What Would Fidelity Do? – Leverage Your Customer-Facing Staff

Great companies base their capabilities off of the knowledge of their customer-facing staff. While they use market research and strategic planning, companies with a...

Customer-Based Capabilities – Focus on the Journey

Now let's Focus on the Journey the second effort in building Customer-Based Capabilities. Businesses typically manage touch points such as call centers and websites. Focusing...

Real-World Customer Experience Stories – Isolating What Really Matters

The Real-World series continues. In these posts I'm sharing how the 2012 Temkin Customer Experience Award finalists actually go about building their customer...

Real-World Stories of Creating the Metrics that Matter

This week we continue to analyze the Temkin Group's finalists for their 2012 Customer Experience Excellence Award to learn how they build Customer Intelligence. Whereas...

Real-World Stories of Creating Customer Intelligence

How do Temkin Customer Experience finalists Bombadier Aircrafts, Citrix, Fidelity, Oracle and Blue Cross Blue Shield of Michigan create the Customer Intelligence that feeds...

How to understand your customers better, from Customer Psychology

Gareth at Customer Psychology had an interesting post. He took my post of two weeks ago ("Customer Intelligence: Bring Your Customers to Life...

Drivers: The Secret to Customer Experience Success

I was meeting with a global restaurant company's COO, Chief People Officer, and key franchisees. I knew I was losing in the first 10...

Customer Intelligence: Bring Your Customers to Life for Your Employees

I once met with a VP of Sales for a Fortune 25 company who argued, "We don't need to learn about our customers. We...

Three Steps to Start Your Customer Experience

I've worked with a number of companies with great customer experiences, including several I have featured in this blog, ranging from retailers to healthcare...

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