I just finished a monster road trip, shadowing two of our clients who have more mature CX programs for two days each, as part of Heart of the Customer’smassive undertaking to capture the current state of CX as a discipline. This came on the heels of over a dozen interviews with less mature CX programs. There were a ton of revelations, but I want to share a few learnings that stand out.Read more
https://heartofthecustomer.com/wp-content/uploads/2020/03/Screen-Shot-2020-03-12-at-1.07.19-PM.png530826Jim Tincherhttps://heartofthecustomer.com/wp-content/uploads/2015/01/hotc-logo.pngJim Tincher2020-03-12 13:45:212020-03-13 09:16:56Are Your Surveys a Crutch or a Tool?
I remember the joy of getting a new Lego set as a kid, and I see the same joy in my kids now, when they do. It’s hard to contain the temptation to rip the box open, dump the pieces out, and start building. Inevitably, I’d end up with something that kinda sorta looked like what was on the cover of the box, and always, a few ‘extra’ pieces left over.
The same temptation exists with new CX toys.
You get a voice of the customer (VoC) platform like Qualtrics and pump out a survey, because you can and it’s so easy! You buy a state-of-the-art journey orchestration engine (think Usermind), build a journey, and get creative with some actions! In both cases, more likely than not, you end up with something a little ugly and not very useful. Read more
https://heartofthecustomer.com/wp-content/uploads/2020/03/Qualtrics.jpg201335Shawn Phillipshttps://heartofthecustomer.com/wp-content/uploads/2015/01/hotc-logo.pngShawn Phillips2020-03-05 09:55:092020-04-23 08:52:36Make the Most of Your CX Toys – er, Tools
Chief Customer Officers (CCOs) are popping up in boardrooms across Fortune 500 companies in ever increasing numbers. Those chosen for the position often come from Marketing or Customer Support, as those disciplines are thought of as having the most interaction with customers, making them seem like a natural fit. But are those departments really the best pipeline for filling CCO roles? I don’t think so. Read more
https://heartofthecustomer.com/wp-content/uploads/2020/02/CCO-post-smaller-scaled.jpg9681600Shawn Phillipshttps://heartofthecustomer.com/wp-content/uploads/2015/01/hotc-logo.pngShawn Phillips2020-02-20 07:22:252020-03-03 16:31:53Is IT the ‘It Factor’ for CCOs?
I’ve interviewed about twenty CX pros this year, as we work our way up to 100 interviews exploring the current state of CX as a discipline. What I’m finding is that the massive nature of the end-to-end customer experience makes for some daunting challenges.
CX is the totality of all interactions between customers and your brand. This includes your sales team, your website, your product experience, your customer support, your third-party partners, Google, advertising, etc. Trying to move that big a needle is overwhelming. I’ve spoken with many who have led big initiatives – simplifying experiences, reducing unnecessary touchpoints, training reps to provide a better experience – without budging the company’s overall customer scores. What’s to be done? Read more
https://heartofthecustomer.com/wp-content/uploads/2020/02/a54322ed-201f-4ed2-9d71-dfbd8e576b9f.jpg533800Jim Tincherhttps://heartofthecustomer.com/wp-content/uploads/2015/01/hotc-logo.pngJim Tincher2020-02-13 06:11:582020-03-13 13:11:54When Eating the Elephant, Don’t Boil the Ocean
A while back, I posted here on Forrester’s prediction that 1 in 4 CX pros will lose their jobs this year. When CustomerThinkreposted my thoughts on this, it generated a great conversation, with Sampson Lee, ShepHyken, Lynn Hunsaker, Harley Manning, Bob Thompson, and others weighing in in the comments section.
One issue that came up repeatedly waswhy CX Pros don’t tie into business results. Here’s my take in a nutshell (see the post for my full response and what others had to say):Read more
https://heartofthecustomer.com/wp-content/uploads/2020/02/The-“Why”-Behind-CX-Pros’-Failure-to-Prove-Business-Results-scaled.jpg10671600Jim Tincherhttps://heartofthecustomer.com/wp-content/uploads/2015/01/hotc-logo.pngJim Tincher2020-02-07 09:18:192020-02-18 16:09:59The “Why” Behind CX Pros’ Failure to Prove Business Results
The improbable happened.I got great service from CenturyLink.
Less improbable was the Kansas City Chiefs’ come from behind win in Super Bowl LIV. It was the third time in as many games they came from behind to win.
On any given weekendduring football season, any NFL team can rise up andbeat all oddsto get a win.That is what happened on a recent Saturday with CenturyLink. And the moral of the story is horrific online experiences can be saved offline.Read more
https://heartofthecustomer.com/wp-content/uploads/2020/02/I-got-Great-Service-From-CenturyLink...-Eventually.jpg426640Shawn Phillipshttps://heartofthecustomer.com/wp-content/uploads/2015/01/hotc-logo.pngShawn Phillips2020-02-03 07:50:332020-02-17 11:59:40I got great service from CenturyLink – eventually!
Today’s blog post features an interview of Jim Tincher completed by SurveySparrow, the maker of widely celebrated online survey software. They asked such great questions around Heart of the Customer’s origins, Jim’s involvement in the CXPA, and how to best use customer surveys, we felt like it had to be shared!
https://heartofthecustomer.com/wp-content/uploads/2015/09/hotc-logo-edit1.png126142Heart of the Customer Guesthttps://heartofthecustomer.com/wp-content/uploads/2015/01/hotc-logo.pngHeart of the Customer Guest2020-01-30 07:01:522020-02-17 11:46:30Exploring Customer Journey Mapping – An Interview with Jim Tincher
SEATTLE, Jan. 22, 2020 /PRNewswire/ — Heart of the Customer (HoC), one of the nation’s leading journey mapping consultancies, and Usermind, a pioneer in Experience Orchestration (XO), today announced a strategic partnership that will revolutionize how businesses map, orchestrate, and optimize their customer journeys.
The demand for ROI on experience-focused initiatives is higher than ever before, and Forrester predicts one in four customer experience (CX) professionals will lose their jobs in 2020 because they’re unable to show a positive business impact for their programs. Improving the CX is board-level priority in every business sector, but executives want to see results, and are looking for new strategies and technologies to achieve their goals. This innovative partnership will get it done.
https://heartofthecustomer.com/wp-content/uploads/2020/01/Screen-Shot-2020-01-22-at-4.22.41-PM.png230462Jim Tincherhttps://heartofthecustomer.com/wp-content/uploads/2015/01/hotc-logo.pngJim Tincher2020-01-22 16:27:022020-04-23 08:51:50Press Release: Heart of the Customer and Usermind Partner to Accelerate CX Innovation for Enterprises
Today we feature an article by Rob Jensen who writes about the benefits of customer advisory boards and how they are a way to improve executive engagement. Read more
https://heartofthecustomer.com/wp-content/uploads/2015/09/hotc-logo-edit1.png126142Heart of the Customer Guesthttps://heartofthecustomer.com/wp-content/uploads/2015/01/hotc-logo.pngHeart of the Customer Guest2020-01-14 10:14:332020-01-21 09:53:19Guest Post: Best Way to Engage Customers, Gather Feedback and Engender Brand Loyalty? Think Customer Advisory Boards
If you’re reading this, you probably already know that customer experience (CX) is important. But even the staunchest CX advocates might not realize that CX done right can save lives.
Earlier this week in this space you met Lee Becker, Chief of Staff of the Veterans Experience Office (VEO) of the Department of Veterans Affairs (VA). He discussed the challenges of integrating CX principles into governmental structures, and the four CX capabilities – Data, Tools, Technology, and Engagement – on which the VEO’s successful program is based.
Today we focus specifically on how the VEO is maturing its data capabilities to address trust, a fundamental component of customer loyalty and satisfaction.
https://heartofthecustomer.com/wp-content/uploads/2015/09/hotc-logo-edit1.png126142Jim Tincherhttps://heartofthecustomer.com/wp-content/uploads/2015/01/hotc-logo.pngJim Tincher2020-01-09 08:42:252020-01-16 08:51:07When CX Is a Matter of Life or Death
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Are Your Surveys a Crutch or a Tool?
/0 Comments/in Customer Experience Strategy /by Jim TincherI just finished a monster road trip, shadowing two of our clients who have more mature CX programs for two days each, as part of Heart of the Customer’s massive undertaking to capture the current state of CX as a discipline. This came on the heels of over a dozen interviews with less mature CX programs. There were a ton of revelations, but I want to share a few learnings that stand out. Read more
Make the Most of Your CX Toys – er, Tools
/0 Comments/in Customer Experience Strategy, Journey Orchestration, Surveys /by Shawn PhillipsThe same temptation exists with new CX toys.
You get a voice of the customer (VoC) platform like Qualtrics and pump out a survey, because you can and it’s so easy! You buy a state-of-the-art journey orchestration engine (think Usermind), build a journey, and get creative with some actions! In both cases, more likely than not, you end up with something a little ugly and not very useful. Read more
Is IT the ‘It Factor’ for CCOs?
/0 Comments/in Customer Experience Strategy, CX Vision, Driving Culture Change /by Shawn PhillipsRead more
When Eating the Elephant, Don’t Boil the Ocean
/0 Comments/in Customer Journey Map, CX Vision, Driving Culture Change /by Jim TincherI’ve interviewed about twenty CX pros this year, as we work our way up to 100 interviews exploring the current state of CX as a discipline. What I’m finding is that the massive nature of the end-to-end customer experience makes for some daunting challenges.
CX is the totality of all interactions between customers and your brand. This includes your sales team, your website, your product experience, your customer support, your third-party partners, Google, advertising, etc. Trying to move that big a needle is overwhelming. I’ve spoken with many who have led big initiatives – simplifying experiences, reducing unnecessary touchpoints, training reps to provide a better experience – without budging the company’s overall customer scores. What’s to be done? Read more
The “Why” Behind CX Pros’ Failure to Prove Business Results
/0 Comments/in Customer Experience Strategy, CX Vision, Driving Culture Change, Metrics and ROI /by Jim TincherA while back, I posted here on Forrester’s prediction that 1 in 4 CX pros will lose their jobs this year. When CustomerThink reposted my thoughts on this, it generated a great conversation, with Sampson Lee, Shep Hyken, Lynn Hunsaker, Harley Manning, Bob Thompson, and others weighing in in the comments section.
One issue that came up repeatedly was why CX Pros don’t tie into business results. Here’s my take in a nutshell (see the post for my full response and what others had to say): Read more
I got great service from CenturyLink – eventually!
/0 Comments/in Customer Experience Strategy /by Shawn PhillipsThe improbable happened. I got great service from CenturyLink.
Less improbable was the Kansas City Chiefs’ come from behind win in Super Bowl LIV. It was the third time in as many games they came from behind to win.
On any given weekend during football season, any NFL team can rise up and beat all odds to get a win. That is what happened on a recent Saturday with CenturyLink. And the moral of the story is horrific online experiences can be saved offline. Read more
Exploring Customer Journey Mapping – An Interview with Jim Tincher
/1 Comment/in Driving Culture Change, Interviews with CX Experts, Surveys /by Heart of the Customer GuestToday’s blog post features an interview of Jim Tincher completed by SurveySparrow, the maker of widely celebrated online survey software. They asked such great questions around Heart of the Customer’s origins, Jim’s involvement in the CXPA, and how to best use customer surveys, we felt like it had to be shared!
Read more
Press Release: Heart of the Customer and Usermind Partner to Accelerate CX Innovation for Enterprises
/0 Comments/in Customer Experience Strategy, Customer Journey Map, CX Vision, Journey Orchestration /by Jim TincherThe demand for ROI on experience-focused initiatives is higher than ever before, and Forrester predicts one in four customer experience (CX) professionals will lose their jobs in 2020 because they’re unable to show a positive business impact for their programs. Improving the CX is board-level priority in every business sector, but executives want to see results, and are looking for new strategies and technologies to achieve their goals. This innovative partnership will get it done.
Read more
Guest Post: Best Way to Engage Customers, Gather Feedback and Engender Brand Loyalty? Think Customer Advisory Boards
/0 Comments/in Customer Experience Strategy /by Heart of the Customer GuestToday we feature an article by Rob Jensen who writes about the benefits of customer advisory boards and how they are a way to improve executive engagement. Read more
When CX Is a Matter of Life or Death
/0 Comments/in Customer Experience Strategy, Interviews with CX Experts, Surveys /by Jim TincherIf you’re reading this, you probably already know that customer experience (CX) is important. But even the staunchest CX advocates might not realize that CX done right can save lives.
Earlier this week in this space you met Lee Becker, Chief of Staff of the Veterans Experience Office (VEO) of the Department of Veterans Affairs (VA). He discussed the challenges of integrating CX principles into governmental structures, and the four CX capabilities – Data, Tools, Technology, and Engagement – on which the VEO’s successful program is based.
Today we focus specifically on how the VEO is maturing its data capabilities to address trust, a fundamental component of customer loyalty and satisfaction.
Read more