Entries by Jim Tincher

Delight your customers – but only if they want to be delighted

Delight your customers, or make it easy for them? How do we reconcile two popular CX books with opposite conclusions – The Effortless Experience vs. The Power of Moments? Consultancy CEB is the driver behind The Effortless Experience. They conducted thousands of surveys after service calls across multiple industries, and this research led to a […]

Join Jim at the CXPA’s Insight Exchange

Are you going to the CXPA’s Insight Exchange? Along with the incomparable Nancy Porte, I’ll be co-hosting the event. Plans are coming along – you can see the agenda here. I’ll also be leading a Show and Tell table with journey mapping best practices on Wednesday. Look for me at the “We’ve Arrived” welcome mixer. […]

B2B Journey Mapping Best Practice: Follow Up

B2B journeys are different from those of consumers. Consumer relationships are often anonymous – how many Coke customers have ever met somebody from the company? As ironic as it sounds, business relationships are much more personal. I’ve never met anybody from most of my consumer relationships. I know nobody from Soda Stream, Dell, J. Crew, […]

Interview: Building a World-Class CX Capability

I recently did an interview with Intouch Insight</>–see below for Part 1. —– We recently sat down with Jim Tincher, founder of Heart of the Customer and Certified Customer Experience Professional (CCXP), to get his take on the customer experience landscape and how it is changing in 2018. In part-one of this two-part article series, Jim discusses […]

White Paper: Designing a World-Class CX Approach

What does it take to design a customer experience (CX) program that drives business results?  The CXPA identifies six disciplines as core to an effective CX program:  CX Strategy  Customer-Centric Culture  VOC Customer Insight & Understanding  Experience Design Improvement &Innovation  Metrics &Measurement ROI  Organizational Adoption & Accountability  This CX white paper, written in conjunction with Intouch Insight, […]

Listen to The CX Show Podcast

I had the opportunity to join The CX Show, with SaleMove co-founder and CEO, Dan Michaeli. Here’s their summary: Jim defines customer experience as the overall experience customers have with you across all touchpoints and even beyond. It typically begins in the call center and extends to the company website, apps, your sales representatives, your […]

Your Quest for Survey Data May Be Hurting Your Company

One thing we CX-ers have in common: we love our metrics. Go to any CX conference, and the room that’s filled to overflowing is probably talking about metrics. Metrics are comfortable for us. Whether we’re talking Net Promoter Score, Customer Effort Score, or good old customer satisfaction, survey metrics give us something to share with […]