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.
What is the point of a journey map?
We held an offsite today. As our team expands, it’s important to connect and learn from each other, and this was one of those rare…
The Top 10 Reasons Customer Journey Mapping Fails
I just came back from hosting the CXPA’s Insight Exchange and talking all things customers. Of course, I tended to hang out in the customer…
B2B Journey Mapping Best Practice: Follow Up
B2B journeys are different from those of consumers. Consumer relationships are often anonymous – how many Coke customers have ever met somebody from the company?…
Creating a CX Capability Interview – Part 2
We posted part 1 last week. Here’s part two of Jim’s interview with Intouch Insight: —– In part-one of our interview, Jim – founder of Heart of the…
Interview: Building a World-Class CX Capability
I recently did an interview with Intouch Insight–see below for Part 1. —– We recently sat down with Jim Tincher, founder of Heart of the Customer and…
Journey Mapping Best Practices
The Twin Cities Research Group (TCRG) asked Jean Fasching and me to present on Journey Mapping Best Practices. Jean is a HoC engagement lead with a strong…
Your Quest for Survey Data May Be Hurting Your Company
One thing we CX-ers have in common: we love our metrics. Go to any CX conference, and the room that’s filled to overflowing is probably…
Designing Customer Journey Maps: An Interview with Kris LaFavor
We sat down recently to chat with Kris LaFavor, Heart of the Customer’s Data Visualization Designer, about her work designing journey maps. What do you…
Social Proof: A Powerful, but Underutilized, CX Tool
A common concern I see among CX pros is a concern over customers who are making “bad” choices. Customers who aren’t making the best use…
The ADKAR Change Model and Customer Journey Maps
Image credit: Prosci.com The primary reason to run a customer journey mapping project is to drive customer-focused change. That’s what we heard when we asked…
You Think Airline Service is Bad? Try Taking the Bus
My daughter was home from college this holiday break, and wanted to visit her brother in Ames, Iowa, about four hours away. As we’re a one-car family, she elected…
Comcast is trying – but they still don’t understand what CX really is
I fired Comcast for their customer experience – but not for the reasons you might think. Comcast is the poster boy for poor customer experience. Most of…
The Power of Moments: A Q&A with Chip and Dan Heath
Anybody who has read any of Chip and Dan Heath’s books know that they’re compelling and well-researched. I was lucky enough to receive a...
Four Common Journey Mapping Mistakes
Journey mapping isn’t easy. That’s why almost 2/3 of journey maps fail to drive change. A failed journey mapping project is a huge waste – not just because...
5 reasons why CX should focus on the B2B Pre-Sales Journey
In the Harvard Business Review article, “The New Sales Imperative,” the CEB reports that in just the last two years the average number of people involved in a B2B purchasing decision...
Use Commitment Science to Drive CX Change
At Heart of the Customer, our team is reading Influence, the classic book by Robert Cialdini. While it’s an older book, it has a...
Behavioral Economics Explains Why Your Surveys are Flawed
Daniel Kahneman isn’t known as a customer experience (CX) guru. A Nobel Prize winner, sure. Brilliant psychologist and leader in behavioral economics, yes. Author of...
Your CX Scorecard is Probably Measuring the Wrong Thing
“The purpose of a business is to create and keep a customer.” – Peter Drucker I love that quote. In one short sentence, Drucker summarizes...
What’s Worse than No CX Vision? Multiple CX Visions
Creating a compelling vision is one of the trickiest aspects of an effective customer experience (CX) program. A solid CX vision aligns teams, allowing...
Bringing the Voice of the Customer into CX Design – and Interview with Beth Berg
I met Beth Berg—a customer experience researcher—at a journey mapping round table at this year’s CXPA Insight Exchange, and really enjoyed her approach. So,...