Jim Tincher
Jim Tincher
Jim sees the world in a special way: through the eyes of customers. This lifelong passion for CX, and a thirst for knowledge, led him to found his customer experience consulting firm, Heart of the Customer (HoC). HoC sets the bar for best practices and are emulated throughout the industry. He is the author of Do B2B Better and co-author of How Hard Is It to Be Your Customer?, and he also writes Heart of the Customer’s popular CX blog.
Building a customer room at Prudential – an interview with Jason Kapel
A customer room is a fantastic way to communicate just what it’s like to be your customer. Jason Kapel of Prudential discussed their customer...
Help your B2B clients, help yourself
As a B2B company, you have a great opportunity to see the big picture that is hidden from your clients. By serving multiple clients,...
Interview with Bob Thomas of the YMCA: Confident Employees Make Satisfied Customers
Bob, not in the proper uniform Bob Thomas is the chief experience officer for the YMCA of the Greater Twin Cities, a leading nonprofit dedicated...
Every customer experience project is a culture project
Culture is the biggest determinant of effective customer experience. While that’s especially evident in the service space, it’s also true for every other type...
Interview with Steve Eagon of Unitron: Creating a Great Patient Experience
Steve Eagon is the Director of In-Clinic success at Unitron. In his role, he works directly with clinics to directly help them improve their...
Creating Radical CX Change, the Quiet Way
At CXPA events I often run across new attendees with a familiar story. They’re obsessed with customers, and they want to transform their companies...
Eight Ways to Build Customer Empathy
Customer empathy is absolutely critical to a company-focused culture. Without empathy, employees focus on their own problems, rather than your customers’. They build overly-complex...
In B2B Relationships, Being a Trusted Advisor Matters
There’s nothing more powerful than a trusted advisor. Each of us has our go-to people we call for advice. While a trusted advisor could...
Just because your customers say it isn’t important doesn’t make it so
The intangibles matter. Don’t let bad research ruin your customer experience. Bad research can wreak havoc with your customer experience. It can lead you to...
Your Moment of Truth
In every customer journey, some interactions matter more than others. There are certain moments that cause customers to leave you, some that potentially lead...
Four steps to build an improved B2C customer experience
Serving consumers is different than serving businesses. It’s not harder or easier – just different. I’ve seen real challenges in the past when leaders...
CX is a team sport. Is your whole team playing?
You wouldn’t play soccer without your forwards. You’d never try basketball without guards. So why do so many teams try to win at CX...
Make Your Customer the Hero of Your Story
Imagine your customer’s interaction with you as a story. It has a beginning—when your customer first contacts your company—and an ending—when their interaction with...
How can you meet customers’ expectations if you don’t know what they are?
What does “good” look like? It’s something that, as CX leaders, we’re always thinking of. I frequently get asked questions like, “How fast does our...
Where I learned about the importance of customer journeys
Eighteen years ago, my son Danny taught me everything I needed to know about customer journeys. At just three years old, Danny wasn’t a verbose...
Journey Mapping: Start With Your Hypothesis
I’m on the plane back from the CXPA Insights Exchange – our annual conference where we get to share best practices and help develop...
Creating a “Heart-Wired” organization – an interview with Chrisie Scott, VP Marketing at Meridian Health
While all customer experience strategies are important, healthcare brings it to a whole new level. Patient experience, and the potential for harm, amps up...
The Best Way to Serve Omnichannel Customers? Just Ask Them.
It’s hard to be in customer service. There are so many different – and conflicting – reports of what customers really want from you...
Journey Mapping = Effective Customer Service Strategy
It’s no secret around here that journey maps are key to a successful customer service strategy for your business. We do a lot of...
So You Want To Make A Journey Map, Part 2: Who Do You Map?
In my last blog post I talked about what journeys you should map when you set out to create journey maps of your customers....