Jim Tincher, Author at Heart of the Customer

About Jim Tincher

Heart of the Customer’s founder and Mapper-in-Chief is a nationally recognized customer experience expert, trainer, and keynote speaker.

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Fees = Lazy CX

September 26, 2019 /0 Comments/in Customer Experience Vision, CX Program Strategy, Employee Experience, Voice of the Customer /by Jim Tincher

I spoke in Austin last week and while there, I rented a car to visit my youngest in San Antonio. I stopped at Dollar’s counter and the agent told me that, if I wanted, I could skip refilling the gas for $27. I didn’t have to decide right then – I could just bring it […]

Why Spirit Airlines’ and Ryan Air’s Customer Experience is Better than Yours

September 9, 2019 /3 Comments/in Customer Experience Vision, CX Program Strategy, Employee Experience /by Jim Tincher

I’m partway through a European holiday with my wife, celebrating 25 years of marriage. Okay, actually 26, but that’s a different story. When a friend heard we were flying Ryan Air, she told me, “Uh oh. Pay attention to the experience you receive.” Interested, I did pay attention. And I realized that Ryan Air probably […]

About Jim Tincher

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Fees = Lazy CX

Why Spirit Airlines’ and Ryan Air’s Customer Experience is Better than Yours

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