“If you don’t know where you are going, you’ll end up someplace else.” – Yogi Berra Yogi’s quote applies to much more than baseball – it gets to the heart of what limits so many customer experience (CX) programs. When I ask most CX leaders what they’re trying to accomplish, I get a general statement […]
About Jim Tincher
This author has yet to write their bio.Meanwhile lets just say that we are proud Jim Tincher contributed a whooping 16 entries.
Entries by Jim Tincher
We’re early in Customer Experience (CX) capability development, and I absolutely love it! We’re discovering the best practices that our successors will take for granted; “of course that’s how you do it.” Unfortunately, being in this early stage means that some “best practices” aren’t. Some actually hinder the goal of improved CX – to create loyal customers who love […]
Last week I discussed Gartner’s CX Pyramid and its approach to evaluating your customer experience. Yesterday’s post discussed how to use journey mapping to help you move up the first three levels. Today, I’ll talk about using journey mapping to move to the top of the pyramid – the Proactive and Evolution levels. Getting to […]
Last week I wrote about the Gartner CX Pyramid, an interesting maturity model. This week I’ll go into how to use journey mapping best practices to move up the model based on Gartner’s description of the model on their public website. Selecting the right journey mapping approach requires you to understand where you are on […]
Like many CX consultants, I’ve seen my share of maturity models. Most are really good at showing all the things you’re not doing. Typically, the sponsoring company offers to help by selling you useful consulting services to help you move up the model. Whether it’s Temkin Group’s CX Maturity Model, Forrester’s six-step CX Management Maturity exam, or MaritzCX’s CXEvolution, the complex models help you evaluate your program, and each is compelling in its own way. The maturity […]
This is ironic. Journey mapping is a fantastic tool to break down silos by creating a shared view of the customer experience. Except when it isn’t.
There are a ton of journey mapping tools out there. They all excel at certain components of journey mapping, but they don’t address some of the largest problems.
Most journey mapping projects fail to drive change. One leading success factor is selecting the right journey to map, and it’s the first place that problems occur.
Last month we celebrated Heart of the Customer’s 5th year anniversary. The team got together to share where we are, discuss best practices, plan for the future, and—most importantly—to celebrate! We were also grateful to have Angelica Bonacci from Allianz come to tell us about the ways her organization is using our journey mapping work […]
I regularly receive emails that go something like this: I have almost completed my organization’s journey map! Can you give me some design suggestions before I share it with my company? This request comes from a good place, a desire to educate the company about the customer’s journey, but after a few questions, it quickly falls […]
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