Jim Tincher

Jim Tincher


Meet Journey Mapper Jim Tincher.

Jim is our Mapper-in-Chief and lead consultant. Jim sees the world in a special way: through the eyes of customers.

With a lifelong passion for customer experience, Jim founded Heart of the Customer to help companies of all sizes increase customer engagement. Before launching the company, Jim led customer engagement initiatives at Best Buy, Gallup and UnitedHealth Group. In the process, he became an expert in using Voice of the Customer research to identify unmet needs, develop new products and improve customer service. His Heart of the Customer Journey Maps™ are a powerful tool designed with one simple goal: customer loyalty. Customers ranging from start-ups to Fortune 500 companies use his processes to improve customer-focused results.

Certified Customer Experience Professional His fascination with customer experience led him to test himself by becoming a Certified Customer Experience Professional, only the second in the world to earn such a designation. He also has served as an adjunct instructor at the Carlson School of Management at the University of Minnesota. He is an active member of the Customer Experience Professionals Association (CXPA), serving as one of their CX Experts, providing advice to members worldwide. Jim was named one of Feedbackly’s “10 Biggest Influencers in Customer Experience Around the World” and was featured in “9 Customer Experience Influencers to Start Following Now” by Influencer Marketing.

Jim leads a team of CX experts that can transform your business.

        • Map your customer journeys from emotional highs to frustrating lows
        • Determine the Metrics that Matter for measuring your unique customer relationships
        • Lead workshops to help your teams walk in your customers’ shoes

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