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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.

“I’m new to CX – what do I do?” Seven Steps for the New CX Leader 

One of the pleasures of my role is that I get to meet people new to customer experience (CX). Being a relatively new discipline,...

Your business doesn’t really care if your customers are likely to recommend you 

And neither should you. In CX, we love to talk about our survey results. We report the latest Net Promoter Scores, or show how we...

Three steps to create customer-focused change

Customer experience (CX) is about change. I wrote about this last week. But there’s a lot of confusion about the best way to create this...

Sometimes, meeting customer promises isn’t so impressive.

A few weeks ago, I found myself flying Air Canada for the first time. There were multiple issues – both flights were delayed without...

Using SMS to improve – or detract from – the customer experience

I’ve been traveling a lot, and recently had a few service interactions that show the power – and the peril – of using texts...

Are Your New Customer NPS Scores Low? Here’s Why

It’s not unusual for new customers to have lower scores than expected—but it can seem counterintuitive. After all, they just selected your company – why...

The Best Way to Learn from Your Customers? Sit Down and Shut Up!

We all like to talk. It’s part of being human. We like to share ideas and concepts. It’s natural. It’s also a terrible way to...

Fees are rational. Customers aren’t.

I love the book Nudge. It’s a great reference on how to use small actions to make big changes, discussing such domains as 401(k)s,...

Let Domino’s (Yes, Domino’s) Inspire Your Customer Experience

I’m a huge pizza fan. It’s a major character flaw, and hasn’t helped me in my goal to lose a little of this middle-aged...

Patients want choices, but that doesn’t mean they want to choose

I recently interviewed a specialty health care practitioner on behalf of a health device manufacturer. My client identified him as being less successful in...

Customer Journey Maps: How to Guide Your Leads to Customers

Bottom lines are important, and a good measure of how business is doing. But there’s something that might come before the bottom line, and...

An experience designed for everybody helps nobody

One unforeseen result from our journey mapping best practices survey was that a surprising number of practitioners – almost one-third – do not use...

Buying Models Frame Your Customer Experience Approach

Marketing is a critical ally in your effort to build an improved customer experience. They regularly communicate with your customers. If you don’t effectively...

Building Customer Empathy: An Interview with Natalie Schneider

Anthem, Inc. is in the middle of customer experience (CX) resurgence. I had the chance to catch up with Natalie Schneider, VP of Customer...

CXOs: Three Ways to Help Save Your CMO’s Job

According to Forrester Research, 30% of CEOs indicated that they are going to fire their CMOs this year. The primary reason? Too many CMOs...

Don’t Forget to Map the Employee Journey

A while ago I led a journey mapping workshop at the ICMI conference. It was a ton of fun, as we mapped out how Amanda...

B2B customers are not just consumers 2.0

Frequent readers of this blog know that I’m into all things journey mapping, regularly reviewing articles on the subject. So I was particularly interested...

The Value of Customer Relationship Management: An Interview With Dawn Mergenthaler

Dawn Mergenthaler has been leading CRM marketing teams for healthcare, retail, and Software-as-a-Service companies for over a decade. She works closely with customer experience...

Heart of the Customer in Expert Interview Series

Something different. I was recently interviewed by Netscout as part of their Expert Interview Series for CIO Brief. A copy is below. Enjoy! Jim Tincher is...

Half of all journeys maps fail to drive change. Don’t be a statistic.

Customer journey maps are a customer experience (CX) leader’s best friend. Done well, a journey mapping initiative aligns your teams around a shared vision...

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