Jim Tincher

Is Customer Experience a Missed Opportunity?

My immediate answer to this is no – there’s a ton of good work happening to improve customers’ experience. But that’s a qualitative response, informed largely by the great work I see our clients doing. Unfortunately, if you read surveys about the cu...

Survivor Bias is a Big CX Measurement Risk

As defined by RationalWiki, “survivorship bias is a cognitive bias that occurs when someone tries to make a decision based on past successes, while ignoring past failures. It is a specific type of selection bias.” Applied to CX, it’s whe...

Create Your CX Vision through Journey Mapping

“If you don’t know where you are going, you’ll end up someplace else.” – Yogi Berra Yogi’s quote applies to much more than baseball – it gets to the heart of what limits so many customer experience (CX) programs. When I ask most CX leaders what they’re...

Stop Bribing Your Employees for Good NPS Scores

We’re early in Customer Experience (CX) capability development, and I absolutely love it! We’re discovering the best practices that our successors will take for granted; “of course that’s how you do it.” Unfortunately, being in this early sta...

Move to the Top Levels of the Gartner CX Pyramid with Journey Mapping

Last week I discussed Gartner’s CX Pyramid and its approach to evaluating your customer experience. Yesterday’s post discussed how to use journey mapping to help you move up the first three levels. Today, I’ll talk about using journey mapping to move t...

Moving up Gartner’s CX Pyramid with Journey Mapping

Last week I wrote about the Gartner CX Pyramid, an interesting maturity model. This week I’ll go into how to use journey mapping best practices to move up the model based on Gartner’s description of the model on their public website. Selecting the righ...

Gartner’s CX Pyramid: An Approachable Framework

Like many CX consultants, I’ve seen my share of maturity models. Most are really good at showing all the things you’re not doing. Typically, the sponsoring company offers to help by selling you useful c...

Journey mapping is still happening in silos.

This is ironic. Journey mapping is a fantastic tool to break down silos by creating a shared view of the customer experience. Except when it isn’t. All too often, companies focus on small teams to move quickly. “Too many cooks spoil the broth,” they ar...

Journey mapping tools don’t address the most critical challenges.

There are a ton of journey mapping tools out there. I’m most familiar with Touchpoint Dashboard, but I’ve had demos from many others. They all excel at certain components of journey mapping, but they don’t (and probably can’t) address some of the large...

Too many see journey mapping as an employee workshop.

What is journey mapping? That may seem like a strange question from a blogger whose title is “Mapper-In-Chief,” but there’s so much confusion on the topic that it’s a question that needs to be asked. This confusion is fueled by vendors who offer “journ...

We still have challenges navigating trade-offs when deciding what to map.

Most journey mapping projects fail to drive change. That’s what we discovered when we surveyed practitioners who have conducted such projects (learn more about this survey in our white paper, “Driving Change Through Journey Maps”). One leading success ...

Journey mapping has become a must-have approach to customer experience

Before it became a business five years ago, Heart of the Customer was a blog I started when I was leading CX at a Fortune 100 company. Along the way I learned about journey mapping, and created the post Customer Journey Map – the Top 10 Requirements to...

A Successful B2C Engagement Tactic Applied to B2B

I recently purchased a new phone, so of course, I need a new case. I’ve loved my Carved wooden phone case, so I ordered another, but this time they did something new. When my new case came, it included something special. In addition to sending the...

Brainstorming: Design Thinking vs. Science

This may not seem like a CX-related post, but bear with me a minute. I attended a fabulous CXPA event on CX Day this week. Laurie Englert (full disclosure: she’s a client), the VP of Customer Experience at Legrand’s AV Division, shared how her team us...

Trust: I don’t think Wells Fargo gets it yet

By focusing on the “metrics are bad” message, Wells Fargo misses the point. Yes, they fired thousands of people, but the likelihood that they got rid of all the bad apples is unlikely.

“Now, why exactly do you need to talk to customers?”

I was talking with a prospective customer last week, and walked through our customer journey mapping process – how you first collect companies’ hypothesis and existing data, then go out to their customers, interviewing them in their places of work (the...

CX + EX (Employee Experience) = Great Experiences

Customers will never love a company until the employees love it first. – Simon Simek This quote reflects one of the biggest disconnects in customer experience – focusing only on the customer experience. It makes sense. Heck, that’s our name! Why wouldn...

How do you operationalize “Customers are our #1 priority”?

I recently moved to a new part of town, and the local Wendy’s has “We love customers” on their placard. My dry cleaner has the same message printed on their hangers. Who cares? What is the purpose of such a generic statement? Do other dry cleaners have...

“You’re not elevating human connection unless you’re creating those positive experiences unique to each customer,” an interview with...

Devin Anuzis is Corporate Manager, Customer Experience at Benchmark, the leading provider of senior living services in the Northeast. Serving as the “voice” of the customer program, Devin manages multiple feedback channels and deciphers the feedback fo...

Delight your customers – but only if they want to be delighted

Delight your customers, or make it easy for them? How do we reconcile two popular CX books with opposite conclusions – The Effortless Experience vs. The Power of Moments? Consultancy CEB is the driver behind The Effortless Experience. They conducted th...

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