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 Metrics that Matter – Does Measuring Customer Satisfaction Pay?
What’s your top customer experience priority? If you’re like most of the 290 respondents to the Temkin Group’s survey of customer experience professionals, “customer...
Just say “No” to your customers
We often think about customer experience as saying yes to our customers. Understand their needs and build solutions to meet them. And that’s often...
Does your customer or employee come first? Answer: Yes
This continues my review of the 2013 Temkin Award Winners and how they match the Heart of the Customer model. As I reviewed the...
“No, Bill. You don’t want wider seats.”
At a recent dinner party I explained what I do for a living. One attendee responded, “Well, then can you please call Delta, and...
Target shows the difference between customer experience and customer service.
A recurring theme among my customer experience friends and clients is the frequent confusion between customer experience and customer service. We explored this theme...
Customer Experience is a Partnership – Interview with Robin Schribman, VP of Customer Insight and Customer Experience, Thomson Reuters
This is the fifth in our Aiming for the Hearts of their Customers interview series, with seven Minnesota customer experience leaders sharing their strategy...
Creating a great customer experience for agents AND consumers – an interview with Lisa Hoene, VP of Brand and...
This is the fourth in our Aiming for the Hearts of their Customers interview series, with seven Minnesota customer experience leaders sharing their strategy...
Driving a Customer Experience Culture Change – Interview with Ingrid Lindberg, Chief Customer Experience Officer, Prime Therapeutics
This is the sixth in our Aiming for the Hearts of their Customers interview series, with seven Minnesota customer experience leaders sharing their strategy...
Customer Experience Drives 37 Consecutive Quarters of Same-Salon Growth – an Interview with Rhoda Olsen, CEO of Great Clips
This is the fourth in our Aiming for the Hearts of their Customers interview series, with seven Minnesota customer experience leaders sharing their strategy...
Ghita Worcester, Senior Vice-President of Public Affairs and Marketing, UCare
Overview Imagine leading a customer experience program serving a very diverse population that speaks dozens of languages, has many members new to this country, and...
Mara Bain, Chief Experience Officer, Western National Insurance
This is the second in our Aiming for the Hearts of their Customers interview series, with seven Minnesota customer experience leaders sharing their strategy...
Interview with Dave Kirsch, CEO of Shipper’s Supply
We're starting off 2014 with the interview series Aiming for the Hearts of their Customers. These interviews showcase the current state and 2014 plans...
Customer Journey Map Round Table Review
I had the opportunity this week to host a CXPA round table on Best Practices on Customer Journey Mapping for B2B and B2C. We...
What Would Fidelity Do? – Leverage Your Customer-Facing Staff
Great companies base their capabilities off of the knowledge of their customer-facing staff. While they use market research and strategic planning, companies with a...
Customer-Based Capabilities – Focus on the Journey
Now let's Focus on the Journey the second effort in building Customer-Based Capabilities. Businesses typically manage touch points such as call centers and websites. Focusing...
Real-World Customer Experience Stories – Isolating What Really Matters
The Real-World series continues. In these posts I'm sharing how the 2012 Temkin Customer Experience Award finalists actually go about building their customer...
Real-World Stories of Creating the Metrics that Matter
This week we continue to analyze the Temkin Group's finalists for their 2012 Customer Experience Excellence Award to learn how they build Customer Intelligence. Whereas...
Real-World Stories of Creating Customer Intelligence
How do Temkin Customer Experience finalists Bombadier Aircrafts, Citrix, Fidelity, Oracle and Blue Cross Blue Shield of Michigan create the Customer Intelligence that feeds...
How to understand your customers better, from Customer Psychology
Gareth at Customer Psychology had an interesting post. He took my post of two weeks ago ("Customer Intelligence: Bring Your Customers to Life...
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...