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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 Journey Mapping Toolkit

Boost customer loyalty and company earnings

Our suite of services helps you embed the voice of your customer in decision-making.

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 on your campus.
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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?

Our customized customer journey maps reveal how your customers experience your brand and highlight the critical Moments of Truth that have a long-lasting impact on customer loyalty.

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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


Dustin Kirkpatrick Unsplashed

Report from Day 2 of the CXPA Insight Exchange

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We had a keynote from Geeta Wilson, a great sharing from Foot…
Dustin Kirkpatrick Unsplashed

Report from Day 1 of the CXPA's Insight Exchange

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Jim checks in after Day 1 of the CXPA's annual Insight Exchange,…
Nicole and Ben

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News & Events

Meet Jim, Nicole, and other customer experience pros at upcoming book signings, workshops, conferences, webinars, and other events.

May 23 | How Hard Is It to Be Your Customer Book Launch

Heart of the Customer is celebrating! Newly-published authors Jim Tincher and Nicole Newton, our Mapper-in-Chief and Practice Lead, have written an authoritative guide to journey mapping, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change. We’re hosting a launch party with our awesome co-sponsor Medallia to mark the occasion, and we’d love to see you there. Learn more and register here.

May 30 | Driving Customer Focused Change at Allianz Life

Journey mapping is a best practice used to truly understand the heart of your customer experience. Research shows that 65 percent of journey maps fail to drive action, typically because they don’t follow best practices. Learn how Allianz Life has partnered with Heart of the Customer to better understand customer needs and drive organizational action to solve them. Learn more or register here.

May 30 | Customer Journey Mapping Success Webinar Series: Using Journey Mapping to Kickstart Your CX Program

Heart of the Customer and Medallia join forces to bring you this Webinar.
The best customer experience programs use journey mapping to boost efforts to drive customer-focused change. Ensure your journey maps don’t just sit in a drawer, but instead increase engagement by embedding the voice of your customers in decision-making throughout your organization. Learn more or register here.

June 11-12 | Heart of the Customer Journey Mapping Workshop

Heart of the Customer workshops provide a comprehensive overview of the fundamentals of journey mapping in an interactive, fun, and educational atmosphere. Learn more and register here.

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.

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.

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.

Calendar

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

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