Entries by Jim Tincher

How do you operationalize “Customers are our #1 priority”?

I recently moved to a new part of town, and the local Wendy’s has “We love customers” on their placard. My dry cleaner has the same message printed on their hangers. Who cares? What is the purpose of such a generic statement? Do other dry cleaners have hangers that say, “We’re really indifferent about customers, […]

An Interview with Devin Anuzis of Benchmark Senior Living

Devin Anuzis is Corporate Manager, Customer Experience at Benchmark, the leading provider of senior living services in the Northeast. Serving as the “voice” of the customer program, Devin manages multiple feedback channels and deciphers the feedback for company stakeholders to ensure the customer’s voice is clearly heard and considered in all decisions. In her role, […]

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. […]