Customer Journey Mapping Statistic 65%Customer Journey Mapping Statistic 100%
Customer Journey Mapping Statistic 70%
58% of customers start on web
Customer 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.

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.
More >

CX Workshop icon

Workshops

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

Keynote Speaking

Increase employee engagement, design better customer experiences, or nurture a customer-centric mentality within your organization.
More >

What It’s Like to Work With Us

“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”

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 >

Our client list is broad and varied


Our dedication to helping our clients achieve their goals is a constant.

 

Recent Articles


Propel CX Momentum With Quick Wins

/
I’ve been writing about how to apply John Kotter’s change…

Enable CX Action by Removing Barriers

/
On our continuing journey exploring John Kotter’s 8 Steps to…

Enlist a Volunteer CX Army

One thing about being in CX – you’re unlikely to have a huge…

Create a Compelling CX Vision

Rallying your teams to move to a more customer-focused approach…

Contact Heart of the Customer


Connect with the journey experts about how Heart of the Customer can drive customer-focused change within your organization.

Contact Us

Heart of the Matter Newsletter


Get Heart of the Customer’s latest articles and industry updates in your inbox.

Subscribe

Journey Mapping Toolkit


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

Get the Toolkit