Jim Tincher, Author at Heart of the Customer

Gartner’s CX Pyramid: An Approachable Framework

November 19, 2018 /0 Comments/in Customer Centric Culture Change, Customer Experience, CX vision, Minneapolis CX, Resources /by Jim Tincher

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 […]

Journey mapping is still happening in silos.

November 16, 2018 /0 Comments/in Customer Centric Culture Change, Customer Experience, Customer Journey Map, CX vision, Employee and Customer Engagement, Minneapolis CX, Voice of the Customer /by Jim Tincher

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.

Journey mapping tools don’t address the most critical challenges.

November 15, 2018 /0 Comments/in Customer Centric Culture Change, Customer Experience, Customer Experience Surveys, Customer Journey Map, Customer Personas, CX vision, Employee and Customer Engagement, Minneapolis CX, Voice of the Customer /by Jim Tincher

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.

We still have challenges navigating trade-offs when deciding what to map.

November 13, 2018 /0 Comments/in Customer Centric Culture Change, Customer Experience, Customer Experience Surveys, Customer Journey Map, Minneapolis CX, Voice of the Customer /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.

Reflections after Five Years of Journey Mapping

November 8, 2018 /0 Comments/in Customer Centric Culture Change, Customer Experience, Customer Journey Map, CX vision, Minneapolis CX, Voice of the Customer /by Jim Tincher

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 […]

It’s not Necessarily a Design Issue

October 25, 2018 /0 Comments/in Customer Centric Culture Change, Customer Experience, Customer Journey Map, Customer Personas, CX vision, Voice of the Customer /by Jim Tincher

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 […]

A Successful B2C Engagement Tactic Applied to B2B

October 18, 2018 /0 Comments/in Customer Centric Culture Change, Customer Experience, CX vision, Employee and Customer Engagement, Voice of the Customer /by Jim Tincher

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 […]

Brainstorming: Design Thinking vs. Science

October 3, 2018 /1 Comment/in Customer Experience, CX vision, Employee and Customer Engagement /by Jim Tincher

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 […]

Do you have what it takes to succeed at CX?

September 11, 2018 /0 Comments/in Customer Centric Culture Change, Customer Experience, Customer Experience Surveys, CX vision, Employee and Customer Engagement, Minneapolis CX, Resources, Voice of the Customer /by Jim Tincher

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 […]

CX Webinar Invitation, August 27th

August 22, 2018 /1 Comment/in Customer Centric Culture Change, Customer Experience, Customer Journey Map, CX vision, Employee and Customer Engagement, Minneapolis CX, Resources, Voice of the Customer /by Jim Tincher

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 […]

About Jim Tincher

Entries by Jim Tincher