customer journey mapping training course

Heart of the Customer founder Jim Tincher shares the three keys to driving customer loyalty.

Utilizing Heart of the Customer’s research across many fields, both B2B and B2C, Jim shares the three keys to a world-class customer experience (CX) through a journey mapping training course in the form of a workshop.

        • Your end-to-end Experience determines your effectiveness
        • Easy experiences create loyal customers
        • Emotions trump everything else

Jim brings these to life with examples from such diverse arenas as software solutions, audiology, home building, non-profit memberships and retail, as well as others. Ensure your teams will come away with actionable ways to make a difference tomorrow. Workshops are available worldwide.

“In the hearing aid industry, we are just beginning to focus on the patient experience. Our company is focused on helping our hearing professional customers do more than fit our great hearing aids. We have to help them create a great experience in order to help more people with hearing loss. Finding Jim has been critical to our success in this area. We brought Jim in to speak with our customers about the three keys to close the trust gap. He met with us first to understand what we wanted to accomplish and then built a fun and engaging program that perfectly fit our needs. Our customers raved about his presentation and how he guided them to think outside the box. If you are looking for a high-energy speaker to improve your customer experience, I highly recommend Jim! You won’t be disappointed!”
-Steve Eagon, Director of In-Clinic Success, Unitron

Managing the customer experience. Know more. Be more.

Leader Workshops

Company leaders may be visionaries but their view of customer loyalty best practices can include critical blind spots. Heart of the Customer Leader Workshops will bring you up to speed on the latest customer experience thinking and help you apply it directly to your business. We build your workshops around your unique needs. Leaders will leave with a clear direction on how to drive customer loyalty through an improved customer experience.

“HoC’s message about customer service was exactly what we needed to hear in order to improve our image as a library system. Jim and his staff tailored the presentation specifically to libraries. His expertise, wit and humor kept our staff engaged and inspired.”
-Ben Trapskin, Deputy Director, Anoka County Library

Employee Workshops

Your employees are your most powerful brand ambassadors. Heart of the Customer Employee Workshops will show your teams clear steps they can use to improve your customer experience. Whether your goals are to inspire them to offer better customer service, to teach them new skills, or to solicit their help on how to improve your customer experience, our workshops will help you move the needle. We take the time to incorporate your existing customer feedback, and build your workshop around your unique needs.

“Jim did a fantastic job speaking about how we could enhance the customer service experience at our bank. HoC did industry-specific research to prepare great talking points and Jim was willing to meet with us several times to develop the best presentation possible. He really got to us know us as an organization in terms of our culture, the good things that we do, and the room we have for improvements. We really enjoyed his enthusiasm and speaking style!
– Katie Incantalupo, Vice President of Marketing – Star Bank


10% of Jim’s speaking revenue goes to support the Montessori American Indian Childcare Center in St. Paul, Minnesota.