Jim Tincher

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...

WX: The Wordle Experience!

My wife, Sue, and I love Wordle. Along with what seems like everyone we know, we play every day. And though she’s better with words than I am, I did manage to beat her. Well…once. This image is more reflective of my usual results!Having built…

Good Data Beats Great Surveys

I had a call last week with a client who reached out to Heart of the Customer with a business problem they were trying to tackle. Despite a portal update that was well received internally, an unexpectedly high number of customers continued to call thei...

The Upside of Nitty-Gritty CX Truths!

Last week I wrote about three little-discussed, but somewhat frustrating, aspects of CX: Nobody really gets what you do; Everyone thinks they’re a customer experience person, too; and CX can be lonely. Then I heard from my good friend Lori Laflin, VP o...

Focus on Moments of Truth

In every customer journey, there are interactions that matter more than others. Those moments can cause customers to leave you, or lead to stronger engagement, or make customers more expensive to serve. We call these key interactions “Moments of Truth,...

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...

New Posts