Jim Tincher

Market Research + Analytics Leads to Healthcare Success

All too often, companies separate their market research from their business analytics. It can be difficult to combine the two, but when it's...

Ten Ways to Celebrate Customer Experience Heroes

In my last post I discussed the importance of creating customer experience heroes to reinforce efforts to make your customer experience great. This...

Create Change Through Customer Experience Heroes

What gets measured may get managed, but what gets celebrated gets repeated. Improving your customer experience requires you to use every tool at your disposal....

Customer Experience Irony

I attended a webinar today titled Understanding the Voice of the Customer: How to Effectively Gather and Leverage Customer Insight from Multiple Channels to...

Best Buy’s new customer satisfaction survey shows no respect for customers

How do you know when a company's on the ropes? Some observers watch cash flow. Others look at turnover. Me? ...

Excerpts from “From People to Profits: The Business Case for Employee Engagement”

Last month I had the opportunity to give the keynote speech at MindSurf, From People to Profits: The Business Case for Employee Engagement. ...

Your Customer Experience Infrastructure is Crumbling

We are facing a management crisis. And our customers and employees are paying the price. The mantra over the last 20 years, but particularly...

Customer Experience begins with a clear strategy

Do you have a clear direction? Asked differently: If I ask three members of your team to give me your customer experience strategy, will I...

What a Ramen Noodle Shop Can Teach You About Customer Experience

(Editor's Note: Sorry for the lack of posting lately, but I've recently joined Satisfaction Management Systems, had a vacation to Maine, and been preparing...

Walgreen’s Nails the Pharmacy Customer Experience

I'm not a big fan of ordering prescription medications – and I know I'm not alone. I've traditionally used mail order, but as I...

Can technology create customer delight?

Bob Thompson at CustomerThink posed this question at his blog, asking 18 Customer Experience leaders (including yours truly) to comment on the topic. ...

Case Study: Personal Customer Connections + Employee Empowerment = a Great Customer-Inspired Experience at...

"We pretty much let our employees and customers decide what's on our menu." That's a great example of the philosophy that has led to long-term...

Tekserve: A Blueprint for a Great B2B Customer-Inspired Experience

"Our job is to make our customers look good to their bosses." That's the philosophy of Tekserve, an Apple retailer and IT services provider...

Best Buy’s New Store Format: Beautiful Design Limited by Store Execution Issues

Best Buy unveiled a new store format last week at its flagship location a few blocks from their corporate headquarters. I visited the store...

Does technology replace the customer experience?

From Iconoculture: UK: "Facebook" pub serves punters with table-side technologyThe Thirsty Bear pub in South London is using tablet technology to help punters order food,...

The #1 Tool to Engage Your Customers (re-post)

Note: This post was originally listed at Annette Franz's blog at http://cxjourney.blogspot.com/. If you aren't subscribed to her blog, you really should...

The Second Key to Creating a Great Customer-Inspired Experience: Engage the Entire Team on...

Once you know what matters, the next step is to get everybody involved. I have been speaking about this topic quite a bit lately, and...

The First Key to Creating a Great Customer-Inspired Experience

A customer-inspired experience is critical to growth. According to a Temkin Group analysis, a great customer experience increases likelihood to recommend by 19.5% and...

Rant: Conversocial fails at customer centricity, and Chick-fil-A passes with flying colors

I received a call from Conversocial on Monday. I downloaded a white paper entitled Who's Ignoring Their Customers, and a fellow with a...

Experiment Your Way to Growth

High-growth companies discover their opportunities differently. They certainly use strategic planning and analytics, as do most of their competitors. But at their core, they...

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