Jim Tincher
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. HoC hosts a CX Fellowship for a half-dozen advanced leaders, where we discuss challenges in their programs and co-develop so...
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. I recently listened to the Freakonomics podcast “Did Michael Lewis Just Get Lucky with Money...
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 entire perspective on measuring the customer journey. By that, I mean the change that occurs when instead...
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 I discussed last week, is that we don’t often include financial information...
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, growing their CX programs as a result. And these programs deserve their accolades. They’ve done an amazing job...
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 organizations whom we can definitively call “Change Makers.” At my opening keynote, I asked participants...
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 way. In my new book, Do B2B Better, which comes out next Tuesday, on CX Day, I provide deep dives ...
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 you the way. In my new book, Do B2B Better, which comes out next month on CX Day, I provide…
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, Do B2B Better, which comes out next month on CX Day, I provide deep dives into numerous real-world customer experience…
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 sway us. Don’t take my word for it. Mountains of academic literature, articles, and studies explor...
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 customer experience per se. The most valuable takeaway for CX pros is probably “The Peak-End Rule.” As Kahneman explain...
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 40-hour workweek may not be the most effective or healthy model – has inspired me to i...
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 depending on the selected business problem, journey, and customer selecte...
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 customer journey mapping process is critical. Unfortunately, that’s where most journey m...
B2B CX Strategy Trends That Should Be On Your Radar
Managing a B2B experience isn’t more or less difficult than managing a B2C experience. It’s just different…and more complex. The need to understand multiple levels of your clients drives that complexity and is critical to a successful B2B CX strategy. ...
Do You Need a CX Vision?
“One of the first things you do when you stand up a CX program is to create a CX vision.” It’s said so often that it’s pretty much a cliché.It just seems to make sense. It also aligns with John Kotter’s 8-step change management program.…
Empathy in Action: A Primer on Effecting Change
Change management is a critical skill when leading company growth and responding to digital disruption. As the processes, policies, technology, and culture needed to drive improved experiences shift, customer experience (CX) must shift, too. Utilizing ...
Customers Give Feedback Every Day. Most Brands Just Aren’t Listening.
After decades of steady improvement, coinciding with the emergence of customer experience (CX) as a discipline, the America Customer Satisfaction Index now reports that customer satisfaction has been on the decline since 2019, erasing years of gains. T...
Six Ways Journey Mapping Can Drive ROI
When doing customer journey mapping, it’s critical to start by identifying a business problem – one that you can solve through learning more about customer needs. This is the first question of our Five-Question Framework. Carefully choosing which probl...