Journey Mapping Team using Post it NotesCustomer Journey Mapping Statistic 65%Customer Journey Mapping Statistic 100%
Journey Mapping at a Business to Business MeetingCustomer Journey Mapping Statistic 70%
Journey Mapped Unhappy Customer58% of customers start on web
Corporate Jouney Mapping MeetingCustomer Journey Mapping Statistic 80%Customer Journey Mapping Statistic 8%

How Hard Is It to Be Your Customer?


Loyal customers are the heartbeat of your business. They’re also essential to your bottom line.

Our journey mapping consultants capture the thoughts and emotions of your customers, so you can optimize each and every customer touch point to build loyalty, elevate your brand, and attract new customers.

Learn how to create your customized journey map with our free Journey Mapping Toolkit

Boost customer loyalty and company earnings.

Embed the voice of your customer in decision-making. Here’s how we can help.

Journey Mapping

Our journey mapping consultants discover the underlying emotions impacting your customers’ behavior and your profits.
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Workshops

We offer customer journey mapping workshops at locations around the country, or we can provide customized training where it works for you.
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Keynote Speaking

Increase employee engagement, design better customer experiences, or nurture a customer-centric mentality within your organization.
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Journey mapping solutions


Heart of the Customer can help you find answers:

  • Why am I losing customers?
  • Where should I focus in order to improve customer loyalty?
  • Where should I be investing to see the greatest ROI, and where am I wasting money?
  • How do I create an exceptional customer experience to become the preferred brand?

By highlighting critical Moments of Truth that have a long-lasting impact on customer loyalty, our customized customer journey maps reveal how customers experience your brand. They also show where the opportunities are to drive better results—step by step.

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How Hard Is It to Be Your Customer book

We wrote the book on journey mapping. Literally.

Learn how it can transform the way you do business.

How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change, by Heart of the Customer’s Jim Tincher and Nicole Newton, shows you how to create journey maps that get results.

Learn more about the book >

Customer Experience Blog


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News & Events

Meet Jim, Nicole, and other pros at book signings, conferences, webinars, and other CX events.

June 24-28 | CCW Las Vegas

CCW LAS VEGAS CCW will be celebrating their 20th year, and Jim will be speaking about his and Nicole’s upcoming book (details soon!). Learn more here.

July 25 | Panel Discussion on Customer Needs with PDMA

Jim will discuss customer needs as a journey mapping expert alongside other experts in the CX industry for this panel with PDMA. More details coming soon!

July 25 | MWCCA Presents: Customer Journey Mapping With Jim Tincher

Interested in learning how to map the customer journey? Join Jim Tincher, Customer Experience Expert and Author, as he leads a morning workshop that provides everything you need to run journey mapping within your own organization. Learn more or register here.

August 18-20 | CCW Executive Exchange

Jim Tincher will be speaking and signing copies of How Hard Is It to Be Your Customer at the upcoming Customer Contact Week – Executive Exchange in Chicago. Read more about the event and register here.

October 18 | Private Keynote: Close the Trust Gap

Jim will present on best practices to improve the patient experience, creating more loyal patients who not only stay with you, but bring their friends and family.

Customer Journey Mapping Success Webinar Series: The Untold Secrets

A recording of this webinar will be available indefinitely to anyone who registers here.

Customer Journey Mapping Success Webinar Series: The Five Questions to Ask (and Answer) to Ensure You Drive Customer-Focused Change

A recording of this webinar will be available indefinitely to anyone who registers here.

Customer Journey Mapping Success Webinar Series: Using Journey Mapping to Kickstart Your CX Program

A recording of this webinar will be available indefinitely to anyone who registers here.

Calendar

Would you like to schedule a training or workshop, or invite us to speak at your event? Contact us at info@heartofthecustomer.com.

Contact a Journey Mapper at HoC

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