Entries by Jim Tincher

Customer Journey Maps: The Top 10 Requirements

It’s hard to believe it’s been seven years since I launched my customer experience consultancy, Heart of the Customer, way back when CX was still in its infancy. At that time, when I first wrote Customer Journey Maps – the Top 10 Requirements, I didn’t know the post would be viewed hundreds of thousands of times, […]

Six Ways Journey Mapping Can Drive ROI

When doing customer journey mapping, it’s critical to start by identifying a business problem – one that you can solve through learning more about customer needs. This is the first question of our Five-Question Framework, which we’ll be discussing during our webinar on Wednesday, May 6 – we hope you’ll join us for that…or catch […]

What’s Ailing Your Journey?

During these challenging times, I’ve been posting weekly videos on LinkedIn, sharing best practices on how customer experience (CX) pros can ensure their companies come out of this pandemic in a position of strength. We’ve also created a LinkedIn group, Managing the Coronavirus Experience (the Other CX), for you all to share your own tips. […]

Surveys in the Time of Pandemic

I’ve been posting weekly videos on LinkedIn with advice on what CX professionals can do during this unsettling time. During Week 2 of the pandemic, I received a survey request that I felt was ill-conceived. The email –entitled “We’d love to hear your thoughts!” – had your standard “based on your current level of happiness […]

Understand Your Employees’ Current-State Journey

Any wishful thinking that this crisis might blow over in a couple of weeks is pretty much shot. It now seems likely that we are facing a prolonged period of home-bound isolation, and, most tragically, the deaths of tens, if not hundreds, of thousands of Americans. March brought with it cataclysmic changes to the way we live, work, learn, shop, and interact, and most of us are still trying to acclimate to this new normal, which carries varying levels of stress, […]

Are Your Surveys a Crutch or a Tool?  

I just finished a monster road trip, shadowing two of our clients who have more mature CX programs for two days each, as part of Heart of the Customer’s massive undertaking to capture the current state of CX as a discipline. This came on the heels of over a dozen interviews with less mature CX programs. There were a ton of revelations, […]