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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.

Navigating Customer Experience Maturity: The Road to Success

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 to Hypothesis Mapping: Creating Better CX

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...

Customer Experience Map or Journey Map?

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...

How Do I Get Manufacturing Executives to Care About CX?

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.…

How Do I Get Distribution Executives to Care About CX?

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.…

The Future CX Leader

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.…

CX Lessons From Moneyball

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.…

Are Your CX Questions Out of Order?

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…

Why Net Revenue Retention Should Replace NPS

“Executives speak three languages: finance, finance and finance.” – Jeff Hiatt, Prosci Founder Speaking finance is tough for customer experience leaders. One key reason, which…

Your First Three Steps to Driving Impact

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,…

Why Do YOU Do CX?

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…

Do B2B Better Excerpt #4: XYZ Software

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…

Do B2B Better Excerpt #2: Nancy Flowers

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…

Do B2B Better Excerpt #1: Roxie Strohmenger

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,…

Why You Need an Emotional North Star

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…

The Peak-End Rule’s Missing Piece

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…

Will a Four-Day Workweek Boost EX & CX?

Conventional wisdom holds that a great employee experience promotes a great customer experience. That – combined with a growing body of evidence that the traditional…

Customer Journey Mapping Examples

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…

How to Measure CX Impact

It’s worth the effort to find out what matters (and how to measure against it).

The Customer Journey Mapping Process That Drives ROI

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…

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