About

About Us

Learn about our mission, values, and team of experts

Do B2B Better Conference

Learn about our annual B2B customer experience conference

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, and drive business impact

Closed Loop Feedback

Act on customer feedback and design customer-centric processes

Results

Results that focus on the outcomes you seek to bring ongoing success.

White Papers & Reports

Resources to empower CX practitioners to tackle today's challenges.

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

About

About Us

Learn about our mission, values, and team of experts

Do B2B Better Conference

Learn about our annual B2B customer experience conference

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, and drive business impact

Closed Loop Feedback

Act on customer feedback and design customer-centric processes

Results

Results that focus on the outcomes you seek to bring ongoing success.

White Papers & Reports

Resources to empower CX practitioners to tackle today's challenges.

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

Keep reading.

Life Insurance Journey Map

<img width="300" height="206" src="https://heartofthecustomer.com/wp-content/uploads/2018/05/Insurety-Map-for-HOC-Brochure_Outline-300x206.png" class="" alt="Life Insurance Journey Map" decoding="async" srcset="https://heartofthecustomer.com/wp-content/uploads/2018/05/Insurety-Map-for-HOC-Brochure_Outline-300x206.png 300w, https://heartofthecustomer.com/wp-content/uploads/2018/05/Insurety-Map-for-HOC-Brochure_Outline-768x528.png 768w, https://heartofthecustomer.com/wp-content/uploads/2018/05/Insurety-Map-for-HOC-Brochure_Outline-1030x708.png 1030w, https://heartofthecustomer.com/wp-content/uploads/2018/05/Insurety-Map-for-HOC-Brochure_Outline-1500x1031.png 1500w, https://heartofthecustomer.com/wp-content/uploads/2018/05/Insurety-Map-for-HOC-Brochure_Outline-705x484.png 705w, https://heartofthecustomer.com/wp-content/uploads/2018/05/Insurety-Map-for-HOC-Brochure_Outline-450x309.png 450w, https://heartofthecustomer.com/wp-content/uploads/2018/05/Insurety-Map-for-HOC-Brochure_Outline.png 1600w" sizes="(max-width: 300px) 100vw, 300px" />

09/26/2023

Customer journey mapping tools don’t address the most critical challenges.

By Jim Tincher

<img width="300" height="244" src="https://heartofthecustomer.com/wp-content/uploads/2018/11/Customer_Experience_Pyramid-300x244.png" class="" alt="" decoding="async" srcset="https://heartofthecustomer.com/wp-content/uploads/2018/11/Customer_Experience_Pyramid-300x244.png 300w, https://heartofthecustomer.com/wp-content/uploads/2018/11/Customer_Experience_Pyramid-768x625.png 768w, https://heartofthecustomer.com/wp-content/uploads/2018/11/Customer_Experience_Pyramid-1030x838.png 1030w, https://heartofthecustomer.com/wp-content/uploads/2018/11/Customer_Experience_Pyramid-1500x1220.png 1500w, https://heartofthecustomer.com/wp-content/uploads/2018/11/Customer_Experience_Pyramid-845x684.png 845w, https://heartofthecustomer.com/wp-content/uploads/2018/11/Customer_Experience_Pyramid-705x574.png 705w, https://heartofthecustomer.com/wp-content/uploads/2018/11/Customer_Experience_Pyramid-450x366.png 450w" sizes="(max-width: 300px) 100vw, 300px" />

09/18/2023

Gartner’s CX Pyramid: An Approachable Framework

By Jim Tincher

<img width="300" height="157" src="https://heartofthecustomer.com/wp-content/uploads/2022/06/Picture1-300x157.jpg" class="" alt="" decoding="async" srcset="https://heartofthecustomer.com/wp-content/uploads/2022/06/Picture1-300x157.jpg 300w, https://heartofthecustomer.com/wp-content/uploads/2022/06/Picture1-1030x540.jpg 1030w, https://heartofthecustomer.com/wp-content/uploads/2022/06/Picture1-768x403.jpg 768w, https://heartofthecustomer.com/wp-content/uploads/2022/06/Picture1-710x375.jpg 710w, https://heartofthecustomer.com/wp-content/uploads/2022/06/Picture1-705x370.jpg 705w, https://heartofthecustomer.com/wp-content/uploads/2022/06/Picture1.jpg 1200w" sizes="(max-width: 300px) 100vw, 300px" />

08/15/2023

The Peak-End Rule’s Missing Piece

By Jim Tincher

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

08/04/2023

Why Net Revenue Retention Should Replace NPS

By Jim Tincher

Stay updated with our insights.

Stay updated with our insights.