Entries by Jim Tincher

How Does a Plant Closure Help Customer Experience?

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 […]

Don’t Neglect Self-Service to Engage Customers

You probably don’t view Amazon as a competitor. That’s where you’re mistaken.  When we look to build a better CX, it’s natural to focus on our people. After all, they are often the heart of our customer experience.  However, while we need to ensure a strong person-to-person experience, we also need to make sure the experience is strong even when […]