Jim Tincher

Four Trends Changing the Customer Experience Movement

Our Customer Experience capability is growing! In the last two months the Customer Experience Professionals Association (CXPA) has added about 300 members, with four new sites hosting local events. Here in Minneapolis we hosted a great session to discuss Forrester's Customer Experience...

Customer Effort Score: How Hard is it to be Your Customer?

Are you familiar with the Customer Effort Score (CES)? It is rapidly gaining converts as a way to measure the transactions that make up your customer experience. The Net Promoter Score, or NPS, measures your overall customer experience. But it doesn't show where...

Two Customer Experiences Gone Wrong – LinkedIn, Arby’s

Two national companies have created lessons for all of us. First, from LinkedIn #1: I received the email on the right from LinkedIn today. I don't actually know anything about the LinkedIn Contacts feature yet. It's probably really good. But can't they be...

The Cabela’s CLUB: Driving People Outdoors since the 90s

How do you create a world-class customer loyalty program? Focus less on providing best-in-class benefits and more on creating a great customer experience. That's the advice of Sean Baker, the incoming CEO of Cabela's World's Foremost Bank and leader of the Cabela's CLUB...

Customer Experience Journey Map: Applying the Top 10 Requirements

A customer experience journey map is a critical tool to understand your customer experience. A journey map can help you understand a long-term engagement, such as when a prospect shops for your category, or to find opportunities to improve a specific experience, such...

Customer Experience Journey Map – the Top 10 Requirements

A customer experience journey map is an incredibly useful tool to understand and improve your customer experience. A great map documents your customer experience from your customer's eyes, helping you to understand not only how customers interact with you today, but also identifies...

Market Research + Analytics Leads to Healthcare Success

All too often, companies separate their market research from their business analytics. It can be difficult to combine the two, but when it's done the impact can be incredible. Last October the book Win with Advanced Business Analytics was released, including a...

Ten Ways to Celebrate Customer Experience Heroes

In my last post I discussed the importance of creating customer experience heroes to reinforce efforts to make your customer experience great. This follow-up post gives you ten ways to celebrate those customer experience heroes without promoting them. Just to be clear: Promoting...

Create Change Through Customer Experience Heroes

What gets measured may get managed, but what gets celebrated gets repeated. Improving your customer experience requires you to use every tool at your disposal. Voice of the Customer research is obviously critical. Understanding your existing Customer Satisfaction Survey or Net Promoter Scores...

Customer Experience Irony

I attended a webinar today titled Understanding the Voice of the Customer: How to Effectively Gather and Leverage Customer Insight from Multiple Channels to Enhance the Customer Experience. I'm obviously all about both Voice of the Customer and the Customer Experience. But they immediately...

Best Buy’s new customer satisfaction survey shows no respect for customers

How do you know when a company's on the ropes? Some observers watch cash flow. Others look at turnover. Me? I look at how a company treats its customers. When a company's customer experience starts to drop, it's time...

Excerpts from “From People to Profits: The Business Case for Employee Engagement”

Last month I had the opportunity to give the keynote speech at MindSurf, From People to Profits: The Business Case for Employee Engagement. This 4-minute video gives some of the highlights. Read below for more information. The description: Employee Engagement is not...

Your Customer Experience Infrastructure is Crumbling

We are facing a management crisis. And our customers and employees are paying the price. The mantra over the last 20 years, but particularly during the Great Recession, has been "Do More with Less." Financial pressures have led to gutting anything that doesn't...

Customer Experience begins with a clear strategy

Do you have a clear direction? Asked differently: If I ask three members of your team to give me your customer experience strategy, will I get the same answer? If the answer is yes, you have an unusual level of clarify – congratulations! ...

What a Ramen Noodle Shop Can Teach You About Customer Experience

(Editor's Note: Sorry for the lack of posting lately, but I've recently joined Satisfaction Management Systems, had a vacation to Maine, and been preparing for my upcoming keynote. But don't worry, fearless readers – there's a backlog of customer experience thoughts and ideas...

Walgreen’s Nails the Pharmacy Customer Experience

I'm not a big fan of ordering prescription medications – and I know I'm not alone. I've traditionally used mail order, but as I often forget to reorder in time, I frequently run out. Also, since I change insurance every few years, I...

Can technology create customer delight?

Bob Thompson at CustomerThink posed this question at his blog, asking 18 Customer Experience leaders (including yours truly) to comment on the topic. It's an interesting read. My response was off-the-cuff, and less formal than a typical post: Wow – that is a tough one....

Case Study: Personal Customer Connections + Employee Empowerment = a Great Customer-Inspired Experience at...

"We pretty much let our employees and customers decide what's on our menu." That's a great example of the philosophy that has led to long-term success at Davanni's, a Twin Cities pizza and hoagy restaurant. While their local focus and fun atmosphere are definitely part...

Tekserve: A Blueprint for a Great B2B Customer-Inspired Experience

"Our job is to make our customers look good to their bosses." That's the philosophy of Tekserve, an Apple retailer and IT services provider in New York City, as articulated by Director of Marketing Jazmin Hupp. Imagine that you are a long-time Apple retailer and...

Best Buy’s New Store Format: Beautiful Design Limited by Store Execution Issues

Best Buy unveiled a new store format last week at its flagship location a few blocks from their corporate headquarters. I visited the store twice last week. You can find more general review at The Mama Report, including photos, as well as at the...

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