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.
The future of surveys? Maybe no surveys at all
Ending the tale of being rear-ended, I found another great lesson. Geico took care of my car, having ABRA Auto Body put on a brand-new...
It only takes 3 seconds to destroy your service experience
The beginning of a service experience matters. A lot. Start successfully, and you can make it a great experience. Start wrong, and you can...
“It’s up to you” – Choices can ruin your customer experience
Choices make or break your customer experience. Design them well and they make life easier on your customers. But leave them to chance and they can drag...
What do you do when your CEO doesn’t believe in CX?
Last year I interviewed a customer experience leader for my blog. During the interview this person had a basic assumption that the CEO was...
Case Study: Using Journey Mapping Workshops to Drive Change in City Government Customer Experience
Kelly Ohaver is the Client Experience Manager at the City of Centennial, as well as an active CXPA member. Her mission is to introduce...
How does customer experience pay? Check out your portfolio
You would think that the return on customer experience is obvious. A better customer experience improves loyalty, and loyalty means you can spend more...
Thinking is bad
One impact of being in a new capability is trying to describe it. My wife doesn’t really know what I do, so how can I...
Are you building a culture of customer experience? Or a failed ignition switch?
There has been a lot to press about the General Motors failed ignition switch. There are many lessons to be learned about quality and...
Customer Experience is kinda like comedy
Like you, Robin Williams’ death last week was a real shock. He had a true gift to make others laugh and feel better. A...
Go analog to create customer empathy with a customer experience room
There’s no question about it – we live in a digital world. Checking our Facebook statuses, watching our videos, sending texts, our instincts are...
Reimagining Journey Map Design
Journey maps are game-changing tools to illustrate your current customer experience, highlighting friction points that impact loyalty. If you’ve researched the topic, you may have noticed that...
When loyalty programs go too far
Is it just me, or is it getting harder and harder to pay for items? It seems that the rise of loyalty programs has extended...
The most impactful data visualization tool is a story
Many of us customer experience people are data heads. Former researchers, marketers or operations people, we use data to learnwhat customers want. Dashboards are one of...
Three steps to start your customer experience program
I love getting together with my fellow customer advocates. Change-makers who want to make both their company and the entire world more customer-centric. I really enjoy sharing a cup of...
Create Better Customer Outcomes through Journey Mapping Workshops
This post was originally shared through the ICMI (International Customer Management Institute) newsletter. You can view the original version here. —————- Call center managers have seen…
“Don’t try to change your culture. Exploit it.”
With this statement, the CXPA Insights Exchange was off and running. This was just one of ten customer experience lessons learned that at Oracle shared...
Add Measurements to Your Customer Experience Metrics
I led the “Developing Customer-Focused Metrics to Drive Your Customer Experience (B2B)” Unwound Sharing Session at last week’s CXPA Insights Exchange. This was a session...
There are no bathrooms in the USS Enterprise
As I was leading a journey map session this week, one participant asked, “When you’re putting in the customer’s steps on the journey, how do you...
Kenneth Cole: Overpromising and Underdelivering. Are you doing the same?
I recently ordered this Kenneth Cole bag from ebags, and I love it. It’s a nice-looking bag, and very functional. One of the items that convinced...
4 ways to bring the customer into your journey mapping workshop
A journey mapping workshop is a powerful way to build customer intelligence and to create customer-based capabilities. Journey mapping workshops bring together members from different parts...