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.
Is Customer Experience a Missed Opportunity?
My immediate answer to this is no – there’s a ton of good work happening to improve customers’ experience. But that’s a qualitative response, informed…
Survivor Bias is a Big CX Measurement Risk
As defined by RationalWiki, “survivorship bias is a cognitive bias that occurs when someone tries to make a decision based on past successes, while ignoring past failures.…
Create Your CX Vision through Journey Mapping
“If you don’t know where you are going, you’ll end up someplace else.” – Yogi Berra Yogi’s quote applies to much more than baseball –…
Stop Bribing Your Employees for Good NPS Scores
We’re early in Customer Experience (CX) capability development, and I absolutely love it! We’re discovering the best practices that our successors will take for granted; “of course…
Move to the Top Levels of the Gartner CX Pyramid with Journey Mapping
Last week I discussed Gartner’s CX Pyramid and its approach to evaluating your customer experience. Yesterday’s post discussed how to use journey mapping to help…
Moving up Gartner’s CX Pyramid with Journey Mapping
Last week I wrote about the Gartner CX Pyramid, an interesting maturity model. This week I’ll go into how to use journey mapping best practices…
Gartner’s CX Pyramid: An Approachable Framework
Like many CX consultants, I’ve seen my share of maturity models. Most are really good at showing all the things you’re not doing. Typically, the sponsoring company offers to help by selling you useful c...
Journey mapping is still happening in silos.
This is ironic. Journey mapping is a fantastic tool to break down silos by creating a shared view of the customer experience. Except when it…
Journey mapping tools don’t address the most critical challenges.
There are a ton of journey mapping tools out there. I’m most familiar with Touchpoint Dashboard, but I’ve had demos from many others. They all…
Too many see journey mapping as an employee workshop.
What is journey mapping? That may seem like a strange question from a blogger whose title is “Mapper-In-Chief,” but there’s so much confusion on the…
We still have challenges navigating trade-offs when deciding what to map.
Most journey mapping projects fail to drive change. That’s what we discovered when we surveyed practitioners who have conducted such projects (learn more about this…
Journey mapping has become a must-have approach to customer experience
Before it became a business five years ago, Heart of the Customer was a blog I started when I was leading CX at a Fortune…
A Successful B2C Engagement Tactic Applied to B2B
I recently purchased a new phone, so of course, I need a new case. I’ve loved my Carved wooden phone case, so I ordered another, but…
Brainstorming: Design Thinking vs. Science
This may not seem like a CX-related post, but bear with me a minute. I attended a fabulous CXPA event on CX Day this week.…
Trust: I don’t think Wells Fargo gets it yet
By focusing on the “metrics are bad” message, Wells Fargo misses the point. Yes, they fired thousands of people, but the likelihood that they got…
“Now, why exactly do you need to talk to customers?”
I was talking with a prospective customer last week, and walked through our customer journey mapping process – how you first collect companies’ hypothesis and…
CX + EX (Employee Experience) = Great Experiences
Customers will never love a company until the employees love it first. – Simon Simek This quote reflects one of the biggest disconnects in customer…
How do you operationalize “Customers are our #1 priority”?
I recently moved to a new part of town, and the local Wendy’s has “We love customers” on their placard. My dry cleaner has the…
“You’re not elevating human connection unless you’re creating those positive experiences unique to each customer,” an interview with Devin Anuzis of Benchmark Senior Living
Devin Anuzis is Corporate Manager, Customer Experience at Benchmark, the leading provider of senior living services in the Northeast. Serving as the “voice” of the…
Delight your customers – but only if they want to be delighted
Delight your customers, or make it easy for them? How do we reconcile two popular CX books with opposite conclusions – The Effortless Experience vs.…