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 […]
About Jim Tincher
This author has yet to write their bio.Meanwhile lets just say that we are proud Jim Tincher contributed a whooping 102 entries.
Entries by Jim Tincher
We held an offsite today. As our team expands, it’s important to connect and learn from each other, and this was one of those rare opportunities. Engagement Lead Kathleen Hoski led us in an exercise to review our past journey maps, discussing and aligning on best practices. As she led the discussion, something interesting happened. […]
“The more visual the input becomes, the more likely it is to be recognized – and recalled. It’s called the pictorial superiority effect.” – Brain Rules by John Medina
Journey mapping is powerful. A clear visualization of your customer’s journey helps rally the company to support a new vision of your customers’ challenges, and how you can make it easier to be your customer. But why should customers get all the love? If it’s such a powerful tool, shouldn’t we find other uses for […]
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 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, […]
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 […]
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, […]
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 […]
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 […]
Connect With Us
Journey maps are the clearest way to visualize your customer experience. Download our journey mapping toolkit to start.