Jim Tincher

Drivers: The Secret to Customer Experience Success

I was meeting with a global restaurant company's COO, Chief People Officer, and key franchisees. I knew I was losing in the first 10 minutes. We met to discuss ways to improve sales. I brought a driver analysis on what drove repeat business with...

Customer Intelligence: Bring Your Customers to Life for Your Employees

I once met with a VP of Sales for a Fortune 25 company who argued, "We don't need to learn about our customers. We just need to execute the plan." It's no surprise that, while they were the market leader, they also had the...

Three Steps to Start Your Customer Experience

I've worked with a number of companies with great customer experiences, including several I have featured in this blog, ranging from retailers to healthcare companies to manufacturers. During this time I have noticed themes about how companies effectively use their brand values, strategies and...

The Perfect Customer Experience Score!

I was meeting with the Executive VP of Sales for a national retailer, who asked me "Is there a holy grail of customer experience measurement? We use satisfaction, and I've heard about this Net Promoter Score. Is there one score that's the...

Creating a Customer Ecosystem Map

Customer Ecosystem Maps are the inside-out complements to Customer Journey Maps.  These maps are created by internal teams, and document the actions, people and systems that enable the customer experience.  They are a great way to bring teams together to create a shared view...

Logitech: Sometimes Automation isn’t Your Friend

I received this email today. While this is a B2C example, I think we can all see the risks inherent to any of our businesses. I did not edit this email at all, outside of deleting the reference number. Hi Jim, This is ,...

Measure Your Customer’s Entire Journeys, not just the Touch Points

Have you had a great customer experience? One you really enjoyed – a flawless purchase of a car, a fantastic trip, or a great B2B partnership? Now think of the opposite – a cell phone provider who frustrated you, a business partnership gone sour. What...

Customer Experience is a Sales Job. And We’re Doing it Badly.

A friend of mine is in her first year leading her company's customer experience. A few weeks ago she told me, "I never realized how much selling is involved with this job!" I met another CX leader yesterday, who said much the same thing:...

Slideshare – Creating a Customer-Focused Customer Experience Journey Map

For you Slideshare fans, I have uploaded a presentation on creating a customer-focused Customer Experience Journey Map. Customer journey maps go by different names, such as customer experience maps, journey maps, and touch point maps. Journey maps serve as a visual means to identify the steps...

Sometimes, Customer Experience is Hard

I'm on my annual sabbatical to Maine, where my family spends a week at the cabin then a week exploring the coast. I have seen a number of questionable customer experiences here, but two stand out. First, a visit to Rite-Aid, the regional pharmacy...

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...

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