Two weeks ago I hosted a webinar with Intouch Insight (you can view the recording here), and I was blown away with all of the good questions we had. We left fifteen minutes for Q&A and weren’t even able to get through everything! Samuel, in particular, asked two good questions we often hear from companies […]
About Jim Tincher
This author has yet to write their bio.Meanwhile lets just say that we are proud Jim Tincher contributed a whooping 36 entries.
Entries by Jim Tincher
“When all customers are important…none will be.” – Syndrome from The Incredibles (slightly paraphrased) Are all customers worth the same to your business? No! But odds are, your CX program doesn’t recognize this.
Marlanges Simar is the Director of Customer Experience at Prime Therapeutics (Prime) managing their CX (Customer Experience) Architect team. Prime manages pharmacy benefits on behalf of health plans, employers and government programs. I interviewed her to better understand their role, and how they help Prime improve the customer experience. CX architects play a strategic role […]
As 2018 wrapped up, we finished mapping three very different B2B journeys – healthcare, manufacturing, and distribution. We found one major consistency: customers in all three reported recent backorder issues. The customers were all businesses, but that’s where their similarities ended. Some were mom and pop retail storefronts; others were global manufacturers whose names you […]
Two weeks ago, I posted “Is Customer Experience a Missed Opportunity?” and shared CCW’s 2018 Market Survey. The report discussed the fact that many customer experience (CX) programs are failing to drive change. There were multiple takeaways; only 9% of programs said their primary use of journey maps was “to ‘orchestrate’ predictive and/or proactive engagement,” […]
My wife and I took a long-overdue vacation to Mexico, and stayed at an ocean-side resort over the holidays. At check-in, the desk attendant told us they would upgrade us to an ocean-side room for free. Great! We were looking forward to having a nice view. Five minutes later, he came back saying, “I’m sorry. […]
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.
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. […]
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