Jim Tincher

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...

Enable CX Action by Removing Barriers

On our continuing journey exploring John Kotter’s 8 Steps to Accelerate Change and how you can apply them to the CX world, we have reached the fifth step: Enable Action by Removing Barriers. (Catch up on earlier posts in the series here!) According to ...

Enlist a Volunteer CX Army

One thing about being in CX – you’re unlikely to have a huge staff. Typically, that’s deliberate. CX doesn’t – and can’t! – own the entire experience. That’s what all those other departments do. Your role is to influence them, and align the entire orga...

Create a Compelling CX Vision

Rallying your teams to move to a more customer-focused approach requires letting them know what needs to be done. And nothing is more effective at accomplishing that than having a compelling CX vision for what the future looks like. A clear vision is t...

Build an Executive-Level CX Change Coalition

You can’t create an improved customer experience without active executive support. The top barrier to customer experience (CX) initiatives is “Other priorities.” Unless you actively engage executives on an ongoing basis, your program will become anothe...

To Spur Action, Create a Sense of Urgency

I wrote last week about the importance of change management for customer experience (CX) programs, using John Kotter’s model. This post dives deeper into Step One of his approach: creating a sense of urgency. Without a doubt, this can be challenging. I...

CX Needs Change Management

You probably moved into customer experience (CX) because of a passion for customers. You chose this space because you know that if you can improve customers’ experiences with your company, they will be happier, they’ll stay with you longer, and both th...

Experiences Designed for Everybody Satisfy Nobody

In my role as Heart of the Customer’s mapper-in-chief, I get the opportunity to view a lot of journey maps. Beautiful ones, ugly ones, those built to drive change, and those that are little more than gussied-up Excel spreadsheets. But, as mentioned in ...

Chase Business Results, Not Survey Scores

We had a great discussion on LinkedIn a few weeks ago about the disconnect between customer experience and leadership. This post kicked things off:  As I interview CX leaders and CEOs, it’s been fascina...

The Myth of the Customer-Focused CX Leader

Back in February (which feels like a century ago!), our analyst Diane and I were at the offices of Legrand AV, interviewing VP of Customer Experience Laurie Englert and her team. During a break, I turned to Diane and said, “There’s something here. I’m ...

Five Ways to Make Your Surveys Matter

Most survey programs provide information: “Our Net Promoter Score (NPS) is 25, up from 22, compared to our competitive benchmark of 30.”  While those figures might be interesting, they don’t provide the context that is ess...

Customer Journey Map – the Top 10 Requirements

It’s hard to believe it’s been seven years since I launched my customer experience consultancy, Heart of the Customer, way back when CX was still in its infancy.At that time, when I first wrote Customer Journey Maps – the Top 10 Requirements, I di...

What’s Ailing Your Journey?

Source: Kinsa https://www.kinsahealth.co/products/#kinsaappDuring these challenging times, I’ve been posting weekly videos on LinkedIn, sharing best practices on how customer experience (CX) pros can ensure their companies come out of this pandemic in ...

Surveys in the Time of Pandemic

I’ve been posting weekly videos on LinkedIn with advice on what CX professionals can do during this unsettling time. During Week 2 of the pandemic, I received a survey request that I felt was ill-conceived. The email –entitled “We’d love to hear your t...

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