At Heart of the Customer, we’re known for creating world-class journey maps. (You could even say I’m driven by it, as you can see from my license plate!)
But sometimes, it’s not a journey that you need to map.
When a potential client contacts us to inquire about journey mapping, one of the first questions we ask is, “What are you looking to learn?” If the answer is “the customer journey,” we’re going to be asking a lot more questions. Read more
https://heartofthecustomer.com/wp-content/uploads/2015/07/jim-plate.jpg7191278Jim Tincherhttps://heartofthecustomer.com/wp-content/uploads/2015/01/hotc-logo.pngJim Tincher2020-06-30 17:52:252020-07-01 09:45:26Journey Map or Customer Experience Map?
Most customers don’t just suddenly disappear. When dissatisfied, they move over to an exit lane and chug along while waiting for an excuse to cut ties to your organization.
If, like many companies, you’re not paying attention when they turn on their blinkers to make that move, you’re making a costly mistake.
To avoid missing your chance to reduce customer churn and bring these customers back into the flow of traffic (where they can fulfill their lifetime value), look first to “customer math” – more specifically, tracking those customers who have already stopped their journey. Read more
https://heartofthecustomer.com/wp-content/uploads/2020/06/exit-warning-scaled.jpg12001600Shawn Phillipshttps://heartofthecustomer.com/wp-content/uploads/2015/01/hotc-logo.pngShawn Phillips2020-06-25 06:00:402020-07-01 09:42:01Use Smart AI to Reduce Churn in Three Steps
Back in February (which feels like a century ago!), our analyst Diane and I were at the offices of Legrand AV, interviewing VP of Customer Experience Laurie Englert and her team. During a break, I turned to Diane and said, “There’s something here. I’m not sure what it is, but something stands out as different.”
“I know what it is,” she said. “Each one of them mentioned how they talk to customers multiple times a week.”
That was it! And it definitely separated Laurie and her team from the other 82 or so CX professionals we’ve interviewed so far this year. Read more
https://heartofthecustomer.com/wp-content/uploads/2020/06/blog.myth_-1-scaled.jpg10681600Jim Tincherhttps://heartofthecustomer.com/wp-content/uploads/2015/01/hotc-logo.pngJim Tincher2020-06-18 14:02:232020-07-01 12:46:07The Myth of the Customer-Focused CX Leader
Most survey programs provide information: “Our Net Promoter Score (NPS) is 25, up from 22, compared to our competitive benchmark of 30.” While those figures might be interesting, they don’t provide the context that is essential for prompting action.
As Heart of the Customer has been conducting interviews with CX pros (more than 70 so far this year!), we’ve found some common themes – notably that most programs use NPS as their measurement, and most don’t provide much context for those scores. Read more
https://heartofthecustomer.com/wp-content/uploads/2020/06/blog-image.surveys-2-scaled.jpg10381600Jim Tincherhttps://heartofthecustomer.com/wp-content/uploads/2015/01/hotc-logo.pngJim Tincher2020-06-11 13:05:222020-06-24 14:49:56Five Ways to Make Your Surveys Matter
A key outcome of our work at Heart of the Customer (HoC) – and the essence of CX as a discipline – is to create empathy. That’s how we help our clients better understand their customers.
When empathy is high, organizations are more likely to serve their customers better. They invest in the right initiatives and are rewarded with loyalty, which increases profits, which inspires further efforts to improve the journey. That mutually beneficial cycle is the foundational belief behind what we do. And it’s rewarding work.Read more
Despite all the hardship, trauma, and loss endured by the global community the past few months, I can’t help but feel a sense of awe at times. I truly believe this is the greatest period of innovation I have experienced in my lifetime.Read more
https://heartofthecustomer.com/wp-content/uploads/2020/05/box-1-scaled.jpg10651600Shawn Phillipshttps://heartofthecustomer.com/wp-content/uploads/2015/01/hotc-logo.pngShawn Phillips2020-05-21 11:31:292020-06-29 14:20:19Seizing This Moment, Solving Problems
It’s hard to believe it’s been seven years since I launched my customer experience consultancy, Heart of the Customer, way back when CX was still in its infancy.
At that time, when I first wrote Customer Journey Maps – the Top 10 Requirements, I didn’t know the post would be viewed hundreds of thousands of times, and reposted around the world. But I did know that customer experience as a discipline – given its proven ability to boost customer loyalty and company results – was here to stay.
I enjoyed revisiting and updating the post back in 2015, but in the intervening years, the world has changed, the CX industry has evolved, research methodology has gotten more nimble, and technology has advanced. (And yet, somehow, none of us has aged a day – it’s uncanny!)
So it’s time once again to refresh the content. I am proud that the underlying philosophy and framework remains solid and consistent, but I’ve tweaked some terminology, techniques, guidelines, and examples.
In short, it’s an oldie, but a goodie, and I hope that regardless of whether you’re rereading it or encountering it for the first time, you will come away with something new and helpful. Read more
https://heartofthecustomer.com/wp-content/uploads/2019/04/Customer_experience_journey_map_graphic.png14282501Jim Tincherhttps://heartofthecustomer.com/wp-content/uploads/2015/01/hotc-logo.pngJim Tincher2020-05-12 08:32:142020-07-01 12:32:15Customer Journey Maps: The Top 10 Requirements
When doing customer journey mapping, it’s critical to start by identifying a business problem – one that you can solve through learning more about customer needs. This is the first question of our Five-Question Framework, which we’ll be discussing during our webinar on Wednesday, May 6 – we hope you’ll join us for that…or catch it later on demand! (Also this week, we’ll be joining HappyOrNot on Thursday for a webinar focused on the importance of capturing customer feedback during times of crisis, with free and low-cost resources to help you adapt to our daunting “new normal”). Carefully choosing which problem to attack helps you avoid one of the leading reasons most journey mapping initiatives fail to drive action: they try to address every problem, and end up solving none.
During these challenging times, I’ve been posting weekly videos on LinkedIn, sharing best practices on how customer experience (CX) pros can ensure their companies come out of this pandemic in a position of strength. We’ve also created a LinkedIn group, Managing the Coronavirus Experience (the Other CX), for you all to share your own tips.
As I mentioned in my first video in the series, it’s important to talk with team members at least weekly. That’s true normally, but even more critical in times of stress – such as now. Yesterday, during our weekly check in, Marcie, our content strategy director, mentioned Kinsa Health thermometers. Read more
https://heartofthecustomer.com/wp-content/uploads/2020/04/Kinsa-Whats-ailing-your-journey..jpg689533Jim Tincherhttps://heartofthecustomer.com/wp-content/uploads/2015/01/hotc-logo.pngJim Tincher2020-04-23 07:42:182020-07-01 14:27:28What’s Ailing Your Journey?
Journey maps are the clearest way to visualize your customer experience. Download our Journey Mapping Toolkit to start.
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Journey Map or Customer Experience Map?
/4 Comments/in Customer Journey Mapping, CX Program Strategy /by Jim TincherBut sometimes, it’s not a journey that you need to map.
When a potential client contacts us to inquire about journey mapping, one of the first questions we ask is, “What are you looking to learn?” If the answer is “the customer journey,” we’re going to be asking a lot more questions. Read more
Use Smart AI to Reduce Churn in Three Steps
/in CX Program Strategy, Metrics & ROI /by Shawn PhillipsIf, like many companies, you’re not paying attention when they turn on their blinkers to make that move, you’re making a costly mistake.
To avoid missing your chance to reduce customer churn and bring these customers back into the flow of traffic (where they can fulfill their lifetime value), look first to “customer math” – more specifically, tracking those customers who have already stopped their journey. Read more
The Myth of the Customer-Focused CX Leader
/0 Comments/in CX Program Strategy, Voice of the Customer /by Jim Tincher“I know what it is,” she said. “Each one of them mentioned how they talk to customers multiple times a week.”
That was it! And it definitely separated Laurie and her team from the other 82 or so CX professionals we’ve interviewed so far this year. Read more
Five Ways to Make Your Surveys Matter
/0 Comments/in CX Program Strategy /by Jim TincherMost survey programs provide information: “Our Net Promoter Score (NPS) is 25, up from 22, compared to our competitive benchmark of 30.” While those figures might be interesting, they don’t provide the context that is essential for prompting action.
As Heart of the Customer has been conducting interviews with CX pros (more than 70 so far this year!), we’ve found some common themes – notably that most programs use NPS as their measurement, and most don’t provide much context for those scores. Read more
Empathy.
/0 Comments/in Driving CX Culture Change, Minneapolis CX /by Jim TincherA key outcome of our work at Heart of the Customer (HoC) – and the essence of CX as a discipline – is to create empathy. That’s how we help our clients better understand their customers.
When empathy is high, organizations are more likely to serve their customers better. They invest in the right initiatives and are rewarded with loyalty, which increases profits, which inspires further efforts to improve the journey. That mutually beneficial cycle is the foundational belief behind what we do. And it’s rewarding work. Read more
Need a Presentation With Punch? Think Visually
/0 Comments/in Customer Journey Mapping, Driving CX Culture Change /by Jim TincherSo says George Lois, the “original Mad Man of Madison Avenue,” in his book, Damn Good Advice (for people with talent).
He’s talking about advertising, but his recommendation applies to any organizational communication – especially in customer experience. Read more
Seizing This Moment, Solving Problems
/1 Comment/in Surveys and Feedback, Voice of the Customer /by Shawn PhillipsCustomer Journey Maps: The Top 10 Requirements
/33 Comments/in Customer Journey Mapping, CX Program Strategy, Voice of the Customer /by Jim TincherIt’s hard to believe it’s been seven years since I launched my customer experience consultancy, Heart of the Customer, way back when CX was still in its infancy.
At that time, when I first wrote Customer Journey Maps – the Top 10 Requirements, I didn’t know the post would be viewed hundreds of thousands of times, and reposted around the world. But I did know that customer experience as a discipline – given its proven ability to boost customer loyalty and company results – was here to stay.
I enjoyed revisiting and updating the post back in 2015, but in the intervening years, the world has changed, the CX industry has evolved, research methodology has gotten more nimble, and technology has advanced. (And yet, somehow, none of us has aged a day – it’s uncanny!)
So it’s time once again to refresh the content. I am proud that the underlying philosophy and framework remains solid and consistent, but I’ve tweaked some terminology, techniques, guidelines, and examples.
In short, it’s an oldie, but a goodie, and I hope that regardless of whether you’re rereading it or encountering it for the first time, you will come away with something new and helpful. Read more
Six Ways Journey Mapping Can Drive ROI
/0 Comments/in Metrics & ROI /by Jim TincherWhen doing customer journey mapping, it’s critical to start by identifying a business problem – one that you can solve through learning more about customer needs. This is the first question of our Five-Question Framework, which we’ll be discussing during our webinar on Wednesday, May 6 – we hope you’ll join us for that…or catch it later on demand! (Also this week, we’ll be joining HappyOrNot o
n Thursday for a webinar focused on the importance of capturing customer feedback during times of crisis, with free and low-cost resources to help you adapt to our daunting “new normal”). Carefully choosing which problem to attack helps you avoid one of the leading reasons most journey mapping initiatives fail to drive action: they try to address every problem, and end up solving none.
Read more
What’s Ailing Your Journey?
/0 Comments/in Journey Analytics & Orchestration /by Jim TincherKinsa https://www.kinsahealth.co/products/#kinsaapp
During these challenging times, I’ve been posting weekly videos on LinkedIn, sharing best practices on how customer experience (CX) pros can ensure their companies come out of this pandemic in a position of strength. We’ve also created a LinkedIn group, Managing the Coronavirus Experience (the Other CX), for you all to share your own tips.
As I mentioned in my first video in the series, it’s important to talk with team members at least weekly. That’s true normally, but even more critical in times of stress – such as now. Yesterday, during our weekly check in, Marcie, our content strategy director, mentioned Kinsa Health thermometers. Read more