Services

Customer Journey Mapping

Empower your teams to make customer-focused change

Journey Health Score

Show the health of the journey and measure improvements

Emotional North Star

Measure and Design Experiences for Emotion

CX Program Consulting

Build your CX roadmap, incite change, & drive business impact

Closed Loop Feedback

Act on customer feedback and design customer-centric processes

Blog

B2B Journeys (or B2B2C)

Customer Experience Vision

Customer Journey Mapping

Customer Personas

CX Program Strategy

Driving CX Culture Change

Employee Experience

Interviews with CX Experts

Surveys & Feedback

Voice of the Customer

Books

Drive Growth Through Game-Changing Customer Experience

How Hard Is It To Be Your Customer?

Using Journey Mapping to Drive Customer-Focused Change

Services

Customer Journey Mapping

Empower your teams to make customer-focused change

Journey Health Score

Show the health of the journey and measure improvements

Emotional North Star

Measure and Design Experiences for Emotion

CX Program Consulting

Build your CX roadmap, incite change, & drive business impact

Closed Loop Feedback

Act on customer feedback and design customer-centric processes

Blog

B2B Journeys (or B2B2C)

Customer Experience Vision

Customer Journey Mapping

Customer Personas

CX Program Strategy

Driving CX Culture Change

Employee Experience

Interviews with CX Experts

Surveys & Feedback

Voice of the Customer

Books

Drive Growth Through Game-Changing Customer Experience

How Hard Is It To Be Your Customer?

Using Journey Mapping to Drive Customer-Focused Change

Interview: Best Practices in Patient Experience

Jim Tincher • 07/13/2017

I was recently interviewed by Unitron Magazine on best practices in patient experience–check it out here: Unitron Magazine Heart of the Customer Interview

Our Latest Thinking

<img width="300" height="169" src="https://heartofthecustomer.com/wp-content/uploads/2022/12/top-view-statistics-presentation-with-arrow-300x169.jpg" class="" alt="Upward trending arrows depicting how Net Revenue Retention shows business growth through customer experience." decoding="async" srcset="https://heartofthecustomer.com/wp-content/uploads/2022/12/top-view-statistics-presentation-with-arrow-300x169.jpg 300w, https://heartofthecustomer.com/wp-content/uploads/2022/12/top-view-statistics-presentation-with-arrow-1030x579.jpg 1030w, https://heartofthecustomer.com/wp-content/uploads/2022/12/top-view-statistics-presentation-with-arrow-768x432.jpg 768w, https://heartofthecustomer.com/wp-content/uploads/2022/12/top-view-statistics-presentation-with-arrow-1536x864.jpg 1536w, https://heartofthecustomer.com/wp-content/uploads/2022/12/top-view-statistics-presentation-with-arrow-2048x1152.jpg 2048w, https://heartofthecustomer.com/wp-content/uploads/2022/12/top-view-statistics-presentation-with-arrow-scaled.jpg 1600w" sizes="(max-width: 300px) 100vw, 300px" />

Why Net Revenue Retention Should Replace NPS

<img width="300" height="169" src="https://heartofthecustomer.com/wp-content/uploads/2022/11/data-analysis-business-finance-conceptual-300x169.jpg" class="" alt="Image depicting steps to driving impact, including tying financials into business reporting." decoding="async" srcset="https://heartofthecustomer.com/wp-content/uploads/2022/11/data-analysis-business-finance-conceptual-300x169.jpg 300w, https://heartofthecustomer.com/wp-content/uploads/2022/11/data-analysis-business-finance-conceptual-1030x580.jpg 1030w, https://heartofthecustomer.com/wp-content/uploads/2022/11/data-analysis-business-finance-conceptual-768x432.jpg 768w, https://heartofthecustomer.com/wp-content/uploads/2022/11/data-analysis-business-finance-conceptual-1536x864.jpg 1536w, https://heartofthecustomer.com/wp-content/uploads/2022/11/data-analysis-business-finance-conceptual-scaled.jpg 1600w" sizes="(max-width: 300px) 100vw, 300px" />

Your First Three Steps to Driving Impact

<img width="300" height="200" src="https://heartofthecustomer.com/wp-content/uploads/2022/11/building-strong-team-wooden-blocks-with-people-icon-blue-background-human-resources-management-concept-300x200.jpg" class="" alt="Image of a person connecting wooden blocks with people on them. This image depicts a CX leader connecting with people across the organization." decoding="async" srcset="https://heartofthecustomer.com/wp-content/uploads/2022/11/building-strong-team-wooden-blocks-with-people-icon-blue-background-human-resources-management-concept-300x200.jpg 300w, https://heartofthecustomer.com/wp-content/uploads/2022/11/building-strong-team-wooden-blocks-with-people-icon-blue-background-human-resources-management-concept-1030x688.jpg 1030w, https://heartofthecustomer.com/wp-content/uploads/2022/11/building-strong-team-wooden-blocks-with-people-icon-blue-background-human-resources-management-concept-768x513.jpg 768w, https://heartofthecustomer.com/wp-content/uploads/2022/11/building-strong-team-wooden-blocks-with-people-icon-blue-background-human-resources-management-concept-1536x1025.jpg 1536w, https://heartofthecustomer.com/wp-content/uploads/2022/11/building-strong-team-wooden-blocks-with-people-icon-blue-background-human-resources-management-concept-2048x1367.jpg 2048w, https://heartofthecustomer.com/wp-content/uploads/2022/11/building-strong-team-wooden-blocks-with-people-icon-blue-background-human-resources-management-concept-scaled.jpg 1600w" sizes="(max-width: 300px) 100vw, 300px" />

Why Do YOU Do CX?

Do B2B Better

A game-changing customer experience strategy for B2B companies is finally here.

Keep reading.

Upward trending arrows depicting how Net Revenue Retention shows business growth through customer experience.

<img width="300" height="169" src="https://heartofthecustomer.com/wp-content/uploads/2022/12/top-view-statistics-presentation-with-arrow-300x169.jpg" class="" alt="Upward trending arrows depicting how Net Revenue Retention shows business growth through customer experience." decoding="async" srcset="https://heartofthecustomer.com/wp-content/uploads/2022/12/top-view-statistics-presentation-with-arrow-300x169.jpg 300w, https://heartofthecustomer.com/wp-content/uploads/2022/12/top-view-statistics-presentation-with-arrow-1030x579.jpg 1030w, https://heartofthecustomer.com/wp-content/uploads/2022/12/top-view-statistics-presentation-with-arrow-768x432.jpg 768w, https://heartofthecustomer.com/wp-content/uploads/2022/12/top-view-statistics-presentation-with-arrow-1536x864.jpg 1536w, https://heartofthecustomer.com/wp-content/uploads/2022/12/top-view-statistics-presentation-with-arrow-2048x1152.jpg 2048w, https://heartofthecustomer.com/wp-content/uploads/2022/12/top-view-statistics-presentation-with-arrow-scaled.jpg 1600w" sizes="(max-width: 300px) 100vw, 300px" />

12/07/2022

Why Net Revenue Retention Should Replace NPS

By Jim Tincher

Image depicting steps to driving impact, including tying financials into business reporting.

<img width="300" height="169" src="https://heartofthecustomer.com/wp-content/uploads/2022/11/data-analysis-business-finance-conceptual-300x169.jpg" class="" alt="Image depicting steps to driving impact, including tying financials into business reporting." decoding="async" srcset="https://heartofthecustomer.com/wp-content/uploads/2022/11/data-analysis-business-finance-conceptual-300x169.jpg 300w, https://heartofthecustomer.com/wp-content/uploads/2022/11/data-analysis-business-finance-conceptual-1030x580.jpg 1030w, https://heartofthecustomer.com/wp-content/uploads/2022/11/data-analysis-business-finance-conceptual-768x432.jpg 768w, https://heartofthecustomer.com/wp-content/uploads/2022/11/data-analysis-business-finance-conceptual-1536x864.jpg 1536w, https://heartofthecustomer.com/wp-content/uploads/2022/11/data-analysis-business-finance-conceptual-scaled.jpg 1600w" sizes="(max-width: 300px) 100vw, 300px" />

11/29/2022

Your First Three Steps to Driving Impact

By Jim Tincher

<img width="300" height="200" src="https://heartofthecustomer.com/wp-content/uploads/2022/11/building-strong-team-wooden-blocks-with-people-icon-blue-background-human-resources-management-concept-300x200.jpg" class="" alt="Image of a person connecting wooden blocks with people on them. This image depicts a CX leader connecting with people across the organization." decoding="async" srcset="https://heartofthecustomer.com/wp-content/uploads/2022/11/building-strong-team-wooden-blocks-with-people-icon-blue-background-human-resources-management-concept-300x200.jpg 300w, https://heartofthecustomer.com/wp-content/uploads/2022/11/building-strong-team-wooden-blocks-with-people-icon-blue-background-human-resources-management-concept-1030x688.jpg 1030w, https://heartofthecustomer.com/wp-content/uploads/2022/11/building-strong-team-wooden-blocks-with-people-icon-blue-background-human-resources-management-concept-768x513.jpg 768w, https://heartofthecustomer.com/wp-content/uploads/2022/11/building-strong-team-wooden-blocks-with-people-icon-blue-background-human-resources-management-concept-1536x1025.jpg 1536w, https://heartofthecustomer.com/wp-content/uploads/2022/11/building-strong-team-wooden-blocks-with-people-icon-blue-background-human-resources-management-concept-2048x1367.jpg 2048w, https://heartofthecustomer.com/wp-content/uploads/2022/11/building-strong-team-wooden-blocks-with-people-icon-blue-background-human-resources-management-concept-scaled.jpg 1600w" sizes="(max-width: 300px) 100vw, 300px" />

11/22/2022

Why Do YOU Do CX?

By Jim Tincher

10/22/2022

Do B2B Better Couldn’t Have Been Better!

By Jim Tincher

Stay updated with our insights.

Stay updated with our insights.