Jim Tincher, CCXP
@jimtincher
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Heart of the Customer founder and nationally recognized customer experience expert, journey mapper, speaker, author, and entrepreneur.
Minneapolis, MN
Joined March 2008
A game-changing #CX strategy for #B2B companies is finally here! Pre-order my new book, #DoB2BBetter and get launch team membership—including all these #free bonus gifts! To redeem this limited-time offer, just fill out the form at: https://t.co/Lc1AahNhB0
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Is experience a key ingredient of great CX leadership? Malcolm Gladwell said that to be successful in a domain, you need 10k hours of practice. But not for successful customer experience leadership, says @jimtincher. #custexp
https://t.co/m29YCCFacn
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We all heard about the @AmericanAir pilot with the Let's Go Brandon sticker on his luggage. That didn't bother me, because it was his personal gear. But today, my flight attendant had a Trump Pence pin on WHILE servicing passengers. Not a great customer experience. 1
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Follow the Chain of CX Value to Drive Impact
heartofthecustomer.com
Find that sweet spot where your investment in CX improvements will create the most business value by following the Chain of CX Value.
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Backorder Issues: The High Cost of Reduced Inventory
heartofthecustomer.com
Many B2B journeys are plagued by the same issue: backorders. CX teams need to show execs the cost of the problem...and provide solutions.
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Interview: Kate Nightingale of Style Psychology
heartofthecustomer.com
Heart of the Customer's Jim Tincher and Style Psychology's Kate Nightingale discuss the pitfalls and problems of "effortless" experiences.
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Don’t Leave Your Customers in the Dark!
heartofthecustomer.com
Leaving your customers in the dark drains loyalty. Thanks to Domino's, Amazon, and changing expectations, operational transparency is a must!
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Interview: Creating a Clean Experience
heartofthecustomer.com
Jim Tincher speaks with Office Pride CEO Todd Hopkins to get the dirt on running a commercial cleaning service in the COVID era.
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Learn From West Elm’s Missed Opportunity
heartofthecustomer.com
If you're not designing for, measuring, and managing an emotional outcome for your customers, you're missing a critical CX opportunity.
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Rich Emotions Can Overcome Poor Quality
heartofthecustomer.com
There are three components to CX, but too many programs focus only on the first two. That's a mistake - emotion is key to customer loyalty.
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Fun Read/Flawed Approach (Book Review)
heartofthecustomer.com
A new journey mapping book will help you set up a fun workshop, but it fails to include the most important participants: your customers.
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I’d like to announce that I’ll be calling 2021 “2020” until she gets her shit together.
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Donald Trump must be held responsible for inciting today’s terrorism
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Today is a reminder, a painful one, that democracy is fragile. To preserve it requires people of good will, leaders with the courage to stand up, who are devoted not to pursuit of power and personal interest at any cost, but to the common good.
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Learn Everything You Need to Know About CX From ’80s Music
heartofthecustomer.com
Let's end this challenging year with a song in our hearts, by looking at all the lessons '80s music can teach us about CX!
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