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.
Customer experience (CX) has become a pivotal differentiator. Delivering exceptional CX is no longer a nice-to-have; it’s a must-have to build customer loyalty and...
Journey mapping is a great way to visualize and truly understand your customer’s journey as they interact with your organization. But when you start...
At Heart of the Customer, we’re known for creating world-class journey maps. (You could even say I’m driven by it, as you can see...
Last week I spoke about how to get distribution executives to care about customer experience (CX). Now, I’m turning to the related field of manufacturing.…
Like its cousin manufacturing, distribution seems more about price than customer experience (CX). This makes it harder to engage executives in the importance of CX.…
I had the opportunity this last week to spend two days locked in a conference room with some of the smartest CX leaders I know.…
I love the book Moneyball. I’m not particularly a baseball fan, but I love the lessons on how a counterintuitive approach can create disproportionate outcomes.…
One key insight I’ve gleaned from our ongoing interviews with CX professionals is that changing the order of the questions you ask can change your…
“Executives speak three languages: finance, finance and finance.” – Jeff Hiatt, Prosci Founder Speaking finance is tough for customer experience leaders. One key reason, which…
As I speak in support of “Do B2B Better,” attendees love to hear how Dow, Hagerty, UKG, and other organizations take steps to driving impact,…
I’m still on a high from our first-annual Do B2B Better conference, where we celebrated those few customer experience (CX) leaders at B2B and B2B2C…
As I mentioned in my last posts, being a Change Maker requires a different way of thinking, so it’s helpful to have guides to show you the…
As I mentioned in my last post, being a Change Maker requires a different way of thinking, so it’s helpful to have guides to show…
Being a Change Maker requires a different way of thinking, so it’s helpful to have guides to show you the way. In my new book,…
We may not want to admit it, but we’re emotional beings. We attempt to make rational decisions, but despite our best intentions, our emotions continually…
I’m a huge fan of author Daniel Kahneman. His first book, Thinking, Fast and Slow is a great CX resource, even though it’s not about…
Conventional wisdom holds that a great employee experience promotes a great customer experience. That – combined with a growing body of evidence that the traditional…
I’m often asked for customer journey mapping examples – where are organizations using journey mapping that is truly driving change. Of course, the results vary significantly…
It’s worth the effort to find out what matters (and how to measure against it).
Customer journey mapping lays a strong foundation for the success of your customer experience initiatives. But only if it’s done right. So having a research-backed…