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.
So You Want to Make a Journey Map
In just the last year we have seen a dramatic increase in journey mapping’s popularity, as more and more organizations realize what an effective...
Your Frontline Workforce Shouldn’t Leave Your Customers Feeling Cold
Sometimes, your customers just want to feel heard. A number of years ago, I was travelling for a job interview and booked a night at...
Journey Mapping: Not Just a Research Project
As more and more people are learning about journey mapping, it’s becoming clear to them just how useful it can be. And that’s great!...
Exemplary Customer Service: It’s All About the Journey
“The purpose of a business is to create and keep a customer” – Peter Drucker Sometimes, it seems that companies focus exclusively on the first...
Journey Mapping to Hypothesis Mapping: Creating Better CX
Journey mapping is a great way to visualize and truly understand your customer’s journey as they interact with your organization. But when you start...
Proof That CX Pays
As a customer experience professional, you know CX pays. How could it not? Customer experience leads to loyalty – so if your customer experience...
Don’t Let Scripts Ruin a Great Customer Experience
Last week I had a computer problem that required me to contact technical support. I was sure I would have to send my computer...
Turning “Little Data” into Big Productivity Gains
There’s been a ton of talk about “big data.” And rightly so. Big data has the potential to completely change how you treat customers...
Remember, Call Center Agents = Your Brand.
Defining your brand used to be so much easier. In the good old days (for me, the good old days were the 80s), your...
Your Frontline Workforce Shouldn’t Leave Your Customers Feeling Cold
Sometimes, your customers just want to feel heard. A number of years ago, I was travelling for a job interview and booked a night at...
Exemplary Customer Service: It’s All About the Journey
“The purpose of a business is to create and keep a customer” – Peter Drucker Sometimes, it seems that companies focus exclusively on the first...
A bad customer experience is like an Iowa radio station
When I was a kid, my rural Iowa hometown got a new radio station. It wanted to be a radio station for everybody, so...
Do you really want a journey map? Or is a customer experience map better?
At Heart of the Customer we focus almost exclusively on journey mapping. So when a new customer calls, it often surprises them when we...
Reduce effort > Giving refunds
What do you do with an unhappy customer? Refunds are the easy way out. They don’t fix the problem. They just put a band-aid...
Don’t Let Scripts Ruin a Great Customer Experience
Last week I had a computer problem that required me to contact technical support. I was sure I would have to send my computer...
“A dirty car hurts you more than a clean car helps you.”
I love this quote from Mark Van Wagenen, Director of Global Customer Experience at Hertz. My friend and client Lori introduced it to me,...
Customer Journey Maps – the Top 10 Requirements (Revisited)
Two years ago I posted Customer Journey Map – the Top 10 Requirements. Since then, it’s been viewed over 60,000 times at this site, as...
Turning “Little Data” into Big Productivity Gains
There’s been a ton of talk about “big data.” And rightly so. Big data has the potential to completely change how you treat customers...
The customer of my customer… is my customer?
That might sound like a dumb question. We’re in customer experience. We’d better know the answer to that question! But for some, it’s not so easy to...
John Deere – not your father’s tractor company
I was interested in seeing Erin Wallace’s presentation at last week’s CXPA Insights Exchange, but I had no idea just how cool it would be....