My immediate answer to this is no – there’s a ton of good work happening to improve customers’ experience. But that’s a qualitative response, informed largely by the great work I see our clients doing.
About Jim Tincher
This author has yet to write their bio.Meanwhile lets just say that we are proud Jim Tincher contributed a whooping 30 entries.
Entries by Jim Tincher
In preparation for the upcoming Customer Contact Week, CCW shared their special report on journey mapping with me. Given our focus and expertise on journey mapping, I’m commonly asked to review these types of reports. Unlike most, however, CCW’s special report truly gets to the heart of the matter – journey mapping is not about […]
As you head into the new year, here’s some Heart of the Customer favorites to add to your 2019 reading list.
As defined by RationalWiki, “survivorship bias is a cognitive bias that occurs when someone tries to make a decision based on past successes, while ignoring past failures. It is a specific type of selection bias.” Applied to CX, it’s when you focus only on existing customers and ignore those who have left. Let’s look at an example. There’s a national sports bar which saw its CX scores continually improving. […]
“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 […]
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.
Connect With Us
- The First Key Journey Mapping Question: What is the Right Journey to Map?March 21, 2019 - 9:48 am
- Introducing “How Hard Is It to Be Your Customer? Using Journey Maps to Drive Customer-Focused Change”March 12, 2019 - 4:00 am
- Ten B2B KPIs to Track Starting Now (none are NPS) – Employee-Rated and Survey ItemsMarch 6, 2019 - 4:00 am
Journey maps are the clearest way to visualize your customer experience. Download our journey mapping toolkit to start.