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.
Five Ways to Make Your Surveys Matter
Most survey programs provide information: “Our Net Promoter Score (NPS) is 25, up from 22, compared to our competitive benchmark of 30.” While those figures might be interesting, they don’t…
Customer Journey Map – the Top 10 Requirements
It’s hard to believe it’s been seven years since I launched my customer experience consultancy, Heart of the Customer, way back when CX was still…
What’s Ailing Your Journey?
Source: Kinsa https://www.kinsahealth.co/products/#kinsaappDuring these challenging times, I’ve been posting weekly videos on LinkedIn, sharing best practices on how customer experience (CX) pros can ensure their…
Surveys in the Time of Pandemic
I’ve been posting weekly videos on LinkedIn with advice on what CX professionals can do during this unsettling time. During Week 2 of the pandemic,…
Three Ways to Show Business Impact for Your CX Program
Here’s a story I’ve seen played out multiple times: An executive believes in the power of customer experience (CX). Perhaps they read an article, or…
Understand Your Employees’ Current-State Journey
Any wishful thinking that this crisis might blow over in a couple of weeks is pretty much shot. It now seems likely that we are facing a prolonged period of home-bound isolation,…
CX Pros: Help Your Company & Your Customers Deal With COVID-19
The jolt that nations, and communities, all over the world have experienced in the past few weeks due to the relentless spread of COVID-19 is…
Are Your Surveys a Crutch or a Tool?
I just finished a monster road trip, shadowing two of our clients who have more mature CX programs for two days each, as part of Heart of the Customer’s massive…
When Eating the Elephant, Don’t Boil the Ocean
I’ve interviewed about twenty CX pros this year, as we work our way up to 100 interviews exploring the current state of CX as a…
When CX Is a Matter of Life or Death
If you’re reading this, you probably already know that customer experience (CX) is important. But even the staunchest CX advocates might not realize that CX…
Creating a Customer-Centric Agency at the Department of Veterans Affairs (VA)
I heard Lee Becker, Chief of Staff of the Veterans Experience Office (VEO) of the VA speak at a recent Medallia conference and was blown…
Why 1 in 4 of You Will Lose Your Job in 2020
Your CFO doesn’t care about your customer experience (CX) surveys. She cares about the health of your business, and it’s unlikely she sees a direct…
Turbocharge Your Journey Map
Two-thirds of customer journey mapping initiatives fail to drive action, as we revealed in our book How Hard Is It to Be Your Customer? Using…
Ideas are Your Fuel for an Improved CX
Think about the last time you lead brainstorming to improve your customer experience (CX). Did you give people Post-It Notes and have them shout out…
In CX, Relationships Matter
A few months ago, I was interviewing a Senior VP customer of my client, and asked her, “Do you have a relationship with [my client]?” She…
Don’t Ask How to Get Executives to Care About Your CX Program; Ask Instead How You Can Support Your...
I go to a lot of Customer Experience (CX) events. Although I learn a lot of new things, I also hear some common concerns throughout…
No News is No Longer Good News
Domino’s went and spoiled it. And then Amazon made it worse.It used to be that customers were patient and okay with waiting on your processes.…
Fees = Lazy CX
I spoke in Austin last week and while there, I rented a car to visit my youngest in San Antonio. I stopped at Dollar’s counter…
Make a Splash on CX Day
CX Day is coming on October 1 – you can learn more at www.cxday.org. It’s your annual moment to make a splash. You’re always looking…
Why Spirit Airlines’ and Ryan Air’s Customer Experience is Better than Yours
We all love to hate Ryan Air and their U.S. equivalent Spirit, low-cost airlines that go all out to remove any frills. Frequent travelers, such…