Jim Tincher

A Journey of One: The Future of CX

In customer experience, we believe in the power of frontline workers. We build training and processes so that they can better engage our customers and improve outcomes for both those customers and our business. Also, as a whole, we’re an optimistic lot...

Don’t Leave Your Customers Stranded

I rarely post about bad customer experiences I myself have endured. On a professional level, I note what’s going on – and of course, what the company should be doing differently! – but on a personal level, I understand these kinds of things happen and…

2022: The Year of Data Integration

Late last year, I predicted that 2021 would be The Year of Data. And while it’s against my nature to say I told you so…boy, did I nail that one! (That said, I also forecast that Mall of America wouldn’t last five years, so my…

Drive Your CX Strategy With Dashboards

My time as a CX practitioner (as opposed to a consultant) is a bit dated, in that I left that role more than a decade ago. But it’s still important (even more so in my current role) to keep up to date on the state…

A Wonkish Look at Hiring a CX Leader

Does CX experience matter? Or doesn’t it?

A Wonkish Look at First-Principles Thinking

I’ve been thinking lately about why we measure things like, for example, Net Promoter Score (NPS). What are we actually doing?These thoughts are prompted by Reid Hoffman’s great new book, Masters of Scale. (In addition to writing books and hosting a po...

CX Is Complicated, Not Complex

The Cynefin framework, developed more than 20 years ago by researcher and management consultant David Snowden, remains a solid context for strategic decision-making. It helps categorize business issues, enabling you to respond more effectively…and in t...

Execs: It’s Time to Raise Your Expectations!

As I wrote previously, the jostling in the customer experience (CX) technology marketplace over the summer saw Kitewheel purchased by CSG, Usermind purchased by Qualtrics, and Medallia taken private by Thoma Bravo. Then Qualtrics bought Clarabridge, to...

10 Questions for B2B2C CX Leaders

This is the third in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There is some overlap between issues and questions for B2C and B2B (covered previously) and B2B2C (covered here), but I’ve chose...

10 Questions for B2B CX Leaders

This is the second in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There’s some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually. Last week, I covered...

10 Questions for B2C CX Leaders

This is the first in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There will be some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually – starting here ...

Three Ways to Make Your Case

“We’ve all seen those studies where it says a one-point increase of CSAT equals this revenue, but to a Commercial Officer, a CEO, or a CFO, this doesn’t sound real. So it doesn’t put CX in a credible position. We need to prove this based…

Tech Innovations Will Raise Expectations

The jostling we’ve seen in the CX tech marketplace over the past few weeks ― and discussed in previousposts ― is going to impact more than just the SaaS (software as a service) companies in play. It’s going to impact you…and the way CX is…

The Year of CX Data Shifts Into Overdrive

Do you feel it? That rumbling beneath your feet? It’s a seismic tremor that’s changing the CX landscape. Back in December, I predicted 2021 would be The Year of CX Data. This summer we’re seeing that play out on an even grander scale than I…

Change Management, Not “Bribes,” Improves CX

This post picks up where last week‘s left off…In giving bonuses based on overall survey results, companies are assuming that 1. teams actually know what to do in order to improve customer satisfaction and 2. they won’t do it unless incented to. Both po...

Why Do Bonuses for NPS Scores *Seem* Wise?

I’ll get right to the point: Change management is cheaper than bribing employees. It’s more effective, too. The CEO of a client organization recently asked us about offering a bonus tied to their Net Promoter Score (NPS). He believed that this would mo...

Do the CX Buttons You Push Matter?

Research from CustomerThink, Forrester, Pointillist, and the XM Institute agree: Few CX programs can prove that their work matters to business outcomes. This reminds me of a story from my college days.I was visiting my buddy Rick, and we went down to t...

Revealing Change Makers’ Secrets

As regular readers have probably noticed, I’ve been referencing the massive research project we undertook last year often in recent blog posts, especially while sharing learnings. Today I want to take you behind the curtain and describe the impetus for...

Are Your “Averages” Obscuring Your CX Opportunities?

If I could only ask you one question to determine if you’re a Change Maker, it would be this: “Tell me about your data.” Most of the more than 100 CX pros we interviewed in the course of our research last year responded with, “What…

Journey Mapping Mistakes to Avoid

The benefits of customer journey maps – static and living – can be transformational for both your organization and your customers. But your maps won’t lead to an increase in customer loyalty or company earnings if your journey mapping process is flawed...

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