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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.

B2B CX Strategy Trends That Should Be On Your Radar

Managing a B2B experience isn’t more or less difficult than managing a B2C experience. It’s just different…and more complex. The need to understand multiple levels…

Do You Need a CX Vision?

“One of the first things you do when you stand up a CX program is to create a CX vision.” It’s said so often that…

Empathy in Action: A Primer on Effecting Change

Change management is a critical skill when leading company growth and responding to digital disruption. As the processes, policies, technology, and culture needed to drive…

Customers Give Feedback Every Day. Most Brands Just Aren’t Listening.

After decades of steady improvement, coinciding with the emergence of customer experience (CX) as a discipline, the America Customer Satisfaction Index now reports that customer…

Six Ways Journey Mapping Can Drive ROI

When doing customer journey mapping, it’s critical to start by identifying a business problem – one that you can solve through learning more about customer…

WX: The Wordle Experience!

My wife, Sue, and I love Wordle. Along with what seems like everyone we know, we play every day. And though she’s better with words…

Good Data Beats Great Surveys

I had a call last week with a client who reached out to Heart of the Customer with a business problem they were trying to…

The Upside of Nitty-Gritty CX Truths!

Last week I wrote about three little-discussed, but somewhat frustrating, aspects of CX: Nobody really gets what you do; Everyone thinks they’re a customer experience…

Focus on Moments of Truth

In every customer journey, there are interactions that matter more than others. Those moments can cause customers to leave you, or lead to stronger engagement,…

A Journey of One: The Future of CX

In customer experience, we believe in the power of frontline workers. We build training and processes so that they can better engage our customers and…

Don’t Leave Your Customers Stranded

I rarely post about bad customer experiences I myself have endured. On a professional level, I note what’s going on – and of course, what…

2022: The Year of Data Integration

Late last year, I predicted that 2021 would be The Year of Data. And while it’s against my nature to say I told you so…boy,…

Drive Your CX Strategy With Dashboards

My time as a CX practitioner (as opposed to a consultant) is a bit dated, in that I left that role more than a decade…

A Wonkish Look at Hiring a CX Leader

Does CX experience matter? Or doesn’t it?

A Wonkish Look at First-Principles Thinking

I’ve been thinking lately about why we measure things like, for example, Net Promoter Score (NPS). What are we actually doing?These thoughts are prompted by…

CX Is Complicated, Not Complex

The Cynefin framework, developed more than 20 years ago by researcher and management consultant David Snowden, remains a solid context for strategic decision-making. It helps…

Execs: It’s Time to Raise Your Expectations!

As I wrote previously, the jostling in the customer experience (CX) technology marketplace over the summer saw Kitewheel purchased by CSG, Usermind purchased by Qualtrics,…

10 Questions for B2B2C CX Leaders

This is the third in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There is some…

10 Questions for B2B CX Leaders

This is the second in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There’s some overlap…

10 Questions for B2C CX Leaders

This is the first in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There will be…

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