Jim Tincher

The Perfect Customer Experience Score!

I was meeting with the Executive VP of Sales for a national retailer, who asked me "Is there a holy grail of customer experience...

Creating a Customer Ecosystem Map

Customer Ecosystem Maps are the inside-out complements to Customer Journey Maps.  These maps are created by internal teams, and document the actions, people and...

Logitech: Sometimes Automation isn’t Your Friend

I received this email today. While this is a B2C example, I think we can all see the risks inherent to any of...

Measure Your Customer’s Entire Journeys, not just the Touch Points

Have you had a great customer experience? One you really enjoyed – a flawless purchase of a car, a fantastic trip, or a great...

Customer Experience is a Sales Job. And We’re Doing it Badly.

A friend of mine is in her first year leading her company's customer experience. A few weeks ago she told me, "I never realized...

Slideshare – Creating a Customer-Focused Customer Experience Journey Map

For you Slideshare fans, I have uploaded a presentation on creating a customer-focused Customer Experience Journey Map. Customer journey maps go by different names, such...

Sometimes, Customer Experience is Hard

I'm on my annual sabbatical to Maine, where my family spends a week at the cabin then a week exploring the coast. I...

Four Trends Changing the Customer Experience Movement

Our Customer Experience capability is growing! In the last two months the Customer Experience Professionals Association (CXPA) has added about 300 members, with...

Customer Effort Score: How Hard is it to be Your Customer?

Are you familiar with the Customer Effort Score (CES)? It is rapidly gaining converts as a way to measure the transactions that make...

Two Customer Experiences Gone Wrong – LinkedIn, Arby’s

Two national companies have created lessons for all of us. First, from LinkedIn #1: I received the email on the right from LinkedIn today. I...

The Cabela’s CLUB: Driving People Outdoors since the 90s

How do you create a world-class customer loyalty program? Focus less on providing best-in-class benefits and more on creating a great customer experience....

Customer Experience Journey Map: Applying the Top 10 Requirements

A customer experience journey map is a critical tool to understand your customer experience. A journey map can help you understand a long-term...

Customer Experience Journey Map – the Top 10 Requirements

A customer experience journey map is an incredibly useful tool to understand and improve your customer experience. A great map documents your customer...

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...

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