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.
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…
“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…
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…
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…
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…
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…
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…
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…
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,…
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…
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…
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,…
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…
Does CX experience matter? Or doesn’t it?
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…
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…
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,…
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…
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…
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…