customer satisfaction Archives

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

Assess your program maturity, build your CX roadmap, and drive business impact

Closed Loop Feedback

Act on customer feedback and design customer-centric processes

Results

Case Studies

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

CX Technology

Driving CX Culture Change

Employee Experience

Interviews with CX Experts

Metrics & ROI

Surveys & Feedback

Voice of the Customer

Books

Do B2B Better

Drive Growth Through Game-Changing Customer Experience

How Hard Is It To Be Your Customer?

Using Journey Mapping to Drive Customer-Focused Change

Speaking

Partners

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

Assess your program maturity, build your CX roadmap, and drive business impact

Closed Loop Feedback

Act on customer feedback and design customer-centric processes

Results

Case Studies

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

CX Technology

Driving CX Culture Change

Employee Experience

Interviews with CX Experts

Metrics & ROI

Surveys & Feedback

Voice of the Customer

Books

Do B2B Better

Drive Growth Through Game-Changing Customer Experience

How Hard Is It To Be Your Customer?

Using Journey Mapping to Drive Customer-Focused Change

Speaking

Partners

03/05/2019

Ten B2B KPIs to Track, Starting Now (none are NPS) – Business KPIs

By Jim Tincher

01/16/2019

Is Customer Experience a Missed Opportunity?

By Jim Tincher

12/04/2018

Stop Bribing Your Employees for Good NPS Scores

By Jim Tincher

04/03/2018

Interview: Building a World-Class CX Capability

By Jim Tincher

11/09/2017

Use Commitment Science to Drive CX Change

By Jim Tincher

10/10/2017

Behavioral Economics Explains Why Your Surveys are Flawed

By Jim Tincher

09/21/2017

Your CX Scorecard is Probably Measuring the Wrong Thing

By Jim Tincher

06/07/2017

Sometimes, meeting customer promises isn’t so impressive.

By Jim Tincher

02/23/2017

Building Customer Empathy: An Interview with Natalie Schneider

By Jim Tincher

12/02/2016

It Takes a Broad Team to Improve Customer Journeys

By Jim Tincher

customer satisfaction

Stay updated with our insights.