At Heart of the Customer, we understand that delivering remarkable value requires more than just insights and recommendations. We empower organizations to implement customer experience strategies that deliver measurable results.
Do B2B Better is a call to action for business-to-business (and B2B2C) organizations to improve their customer experience strategy, leveraging a powerful model called the CX Loyalty Flywheel. Learn what sets change-making CX programs apart from the competition and deliver exceptional experiences and bottom-line results for your organization.
At RTI, our mission is to improve the human condition, and our partnership with Jim and his team at Heart of the Customer to strengthen our CX program has allowed us to bring more impact to those we serve. As a science-based organization, we resonate with their data-driven and technology-enabled approaches, and the importance placed on intentional change management in shifting an organization’s culture to be more customer centric is spot on.
I have never worked with a company that is so passionate about the customer and about the opportunities that we have within our industries by using a robust tool like a customer journey. It takes a level of expertise to not only thoroughly understand what it takes to build a customer journey, but how to use it within the organization to influence key decisions. Hands down, great work by HoC! Looking forward to our next project.
They challenge us, they give us thought-provoking questions, and really they make us better people. We couldn’t have been where we are today without their help.
Listening and having a deep understanding of our customers’ journey has been essential in working toward delivering a best-in-class customer experience…Heart of the Customer really helped us design a journey mapping process that would work for us…It helped drive a culture shift in the company.
After an attempt to enhance customer experience using Six Sigma fell short, the YMCA of the North turned to journey mapping to uncover behavioral personas and build strategic initiatives to better serve new members, shifting away from efforts that wouldn’t have paid off.
There are a ton of journey-mapping tools out there. I’m most familiar with Touchpoint Dashboard, but I’ve had demos from many…
Like many CX consultants, I’ve seen my share of maturity models. Most are really good at showing all the things you’re not doing.…
I’m a huge fan of author Daniel Kahneman. His first book, Thinking, Fast and Slow, is a great CX resource, even though it’s not about…
Why Net Revenue Retention Should Replace NPS “Executives speak three languages: finance, finance and finance.” – Jeff Hiatt,…
