Jim Tincher

Six Ways to Show B2B CX Value

After more than 150 hours of interviewing CX leaders – and surveying 200+ more! – it’s clear that one thing separates the best from the rest: The best CX programs start, end, and do everything in between, based on how their efforts will add value...

Interview: Kate Nightingale of Style Psychology

Heart of the Customer’s Jim Tincher sat down with Style Psychology Founder and CEO Kate Nightingale recently, to discuss the role of emotions in the customer experience. (But it’s 2021, so of course “sat down with” means “met on Zoom.”) Below is a ligh...

Turn Your Dashboards Up to 11

Does it take you five hours to update your customer health dashboard, only to have three people barely glance at it? Worse yet, did someone else send out an Excel report that everyone read instead, even though you have a dashboard for their use?In othe...

One Size Fits All? Not for Metrics!

Imagine if your HR partners told you they were going to use one metric to measure all of your employees, and that should be how you determine each one’s overall effectiveness. You’d push back immediately.You’d say that your software developers should h...

Don’t Leave Your Customers in the Dark!

At Heart of the Customer, we work across many different industries – in the past six months alone, we’ve partnered with life insurance, SaaS software, healthcare delivery, property and casualty insurance, non-profits, and staffing enterprises. These or...

Interview: Creating a Clean Experience

How would you respond if your deliberately behind-the-scenes customer experience efforts were suddenly thrust to the foreground? That’s the challenge Office Pride Commercial Cleaning Services’ CEO Todd Hopkins faced when COVID changed the way we all t...

Learn From West Elm’s Missed Opportunity

One of the most critical findings from our 100+ interviews with CX pros over the course of 2020 was the importance of selecting one emotional outcome for your experience and using it as a design target. This is because emotions are the heart of your…

The Truth About Moments of Truth

After reviewing The Journey Mapping Playbook earlier this month, it struck me that one of the biggest misses in the book (outside of the flawed methodology) was its failure to touch on Moments of Truth. Those are the key interactions that have a dispro...

Rich Emotions Can Overcome Poor Quality

Customer experience has three components: Effectiveness, Ease, and Emotion. But too often, CX programs focus only on the first two. Why? Because they’re simpler to address. Emotion is more elusive and complicated. But it’s where true loyalty is earned ...

Fun Read/Flawed Approach (Book Review)

As an avid reader dedicated to continually expanding my professional knowledge, I’m always interested in new books relating to customer experience. This is doubly true for the topic of journey mapping, since I contributed to one of the early books on t...

Learn Everything You Need to Know About CX From ’80s Music

I admit it – I’m a child of the ‘80s. We’ve got 150+ stations on our satellite radio, but it stays tuned to 80s on 8 or First Wave, except for those rare occasions when I stray to the ‘70s or ’90s stations. (Much...

2021: The Year of CX Data

Given the year we’ve had, we need to talk hygiene. Because I suspect you’ve been neglecting it. Not because of the sweatpants you wore in that Zoom meeting, or that you don’t always sing “Happy Birthday” twice when you wash your hands.I mean digital hy...

CX Loses a Visionary

As I’m sure many of you were, I was shocked to hear of Tony Hsieh’s untimely death this past weekend. In case the name doesn’t ring a bell, Tony is the recently-retired CEO of Zappos. In that role, he shepherded an online shoe seller with…

An Effortless Experience Isn’t Enough

In CX, we all focus on making the experience easier on our customers. (We even made it the title of our book.) But building loyalty isn’t as simple as removing friction.Don’t get me wrong. It’s definitely worthwhile to simplify your customer experience...

3 Tips To Manage the Lost Voice of the Last Customer

As CX practitioners, we work to uncover the Voice of the Customer (VoC) and use it to drive our company to improve. We combine qualitative and quantitative methods to understand what customers need and communicate this to the rest of the company to ens...

What’s in a Name? Your Ability to Please Your Customers

I’ve always been a big reader, but the pandemic has given me even more time to indulge my passion. I recently devoured Conscious Capitalism, by John Mackey and Rajendra Sisodia. It really struck a chord with me, particularly this paragraph calling on b...

CX Day Topic: How to Become a Trusted Advisor

I’ve yet to meet anyone who can believe it’s already October. Nonetheless, its arrival also means it’s time for CX Day, the annual celebration of customer experience practitioners and their successes! Visit the CXPA’s website for a complete list of eve...

Culture Is the Cart, Change Is the Horse

There’s no doubt about it – culture change is sexy. So sexy, that it’s where most customer experience programs focus. But starting with culture is putting the cart before the horse. And we all know you’re not going to get anywhere that way. In this…

Don’t Just Drive CX Success, Sustain It

We’re in the homestretch of my series on how to apply John Kotter’s change management work to customer experience! The penultimate seventh step, Sustain Acceleration, is an important reminder that you can’t rest on your laurels. As Kotter writes i...

Propel CX Momentum With Quick Wins

I’ve been writing about how to apply John Kotter’s change management work to CX. This week, I’ll tackle Step Six: Generate Short-Term Wins. The good news is that CX programs frequently excel at this. Many organizations have focused internally so much t...

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