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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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 >

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News & Events

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

December 18 | Minneapolis CX Leaders Breakfast

Join customer experience leaders at Allianz and Heart of the Customer for a CX leadership breakfast and peer-to-peer workshop. Hear from the experts on why they are focused on taking action and how to get a jump start on your 2020 CX goals. Hear how the expert panel use CX to rise above disruption in their industries, the different methodologies applied and lessons learned along the way.

Minneapolis Marriott West

9960 Wayzata Blvd Minneapolis, MN 55426

December 18th at 7:30AM

RSVP today to save your seat!

February 11-12 | Customer Journey Mapping Workshop

Join us February 11-12, 2020, in Dallas, Texas, for an immersive Journey Mapping Workshop hosted by two CCXPs from Heart of the Customer, the company that wrote the book on journey mapping.

Nicole Newton and Ben London developed the workshop curriculum based on the real-world tested, best-practice approaches detailed in the book, How Hard Is It to Be Your Customer?  You’ll come away with these high-demand skills:

  • The confidence to run your own initiatives that comes from hands-on experience.
  • The ability to collect and analyze the most essential customer insights.
  • The know-how to drive customer-focused action within your organization.

Register before January 17, 2020, for special Early Bird pricing.


Would you like to schedule a training or workshop, or invite us to speak at your event? Contact us at

Contact a Journey Mapper at HoC

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