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.
About Jim Tincher
Jim is a nationally recognized customer experience expert (CCXP), trainer, and passionate keynote speaker.
He sees the world in a special way: through the eyes of customers. This lifelong passion for customer experience, and a thirst for knowledge, led him to found his journey mapping and customer experience consulting firm, Heart of the Customer. In the years since, his dedicated team of CX professionals has helped companies of all sizes increase customer engagement.
Entries by Jim Tincher
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.
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 […]
I recently purchased a new phone, so of course, I need a new case. I’ve loved my Carved wooden phone case, so I ordered another, but this time they did something new. When my new case came, it included something special. In addition to sending the standard packing and instructions, Carved included a “trading card” with […]
This may not seem like a CX-related post, but bear with me a minute. I attended a fabulous CXPA event on CX Day this week. Laurie Englert (full disclosure: she’s a client), the VP of Customer Experience at Legrand’s AV Division, shared how her team uses design thinking. We then applied those skills to strategize […]
Have you taken a look at our latest whitepaper? Also accessible from the resources page, it details strategies and insights for ensuring that your next CX initiative is a successful one that will pay for itself with opportunities for profit and growth. Access it here: How to Select a CX Platform for Maximum Impact Interested in […]
Do your employees love your company? Jim Tincher joins Shiftonomics to break down the customers’ journey, and how strongly it is impacted by corporate culture and the effort the company puts into empowering its frontline teams. You’ll Learn How to hire people who care Keys to maintaining employee engagement How to map each customer’s journey […]
This is a guest post written by one of our very own Lead Consultants, Jean Fasching Recently, I ran across a Yahoo Finance post that announced the closure of a plant that produces high fructose corn syrup and industrial starch. In it, an executive mentioned that the closure would help improve Customer Experience commitments. It was a technical […]