Tag Archive for: customer satisfaction
Stop Playing CX Whack-A-Mole
/in Customer Experience Vision, CX Program Strategy, Driving CX Culture Change/by Jim Tincher“All happy customers are alike; each unhappy customer is unhappy in its own way.”
Okay, that wasn’t really my quote – I’m paraphrasing Tolstoy’s Anna Karenina, where he wrote “all happy families are alike; each unhappy family is unhappy in its own way.” But it does fit at least some companies’ experiences.
This is especially true with a client we’re working with right now. The happy customers sound so similar that it’s almost boring. Almost. They like the people; the product does what it’s supposed to do, and customer expectations are set appropriately. Unfortunately, that description only applies to half their customers. Read more
Is Your Customer Experience Program Making Your Customer Experience Worse?
/in CX Program Strategy/by Jim TincherWe launched our book at this year’s CXPA Insight Exchange. We’d shipped them to the hotel ahead of time, but when I arrived, they were nowhere to be found. My tracking information showed they had been delivered, but nobody knew where they were.
Develop a Killer Metric to Drive CX Action
/in CX Program Strategy, Driving CX Culture Change, Metrics & ROI/by Jim TincherWe interviewed dozens of CX leaders on how they did this, including Mark Smith, formerly of Element Fleet Management Corporation. Mark spoke on multiple topics, but my favorite was the need to develop a Killer Metric.
The Killer Metric isn’t NPS, Trust, or Customer Satisfaction. It’s one business KPI (Key Performance Indicator) that you use to rally the team to focus on meaningful change. He discussed how Amazon uses contacts per order – the more people call or chat, the worse the experience (in Amazon’s world – notice that Zappos, owned by Amazon, has a very different philosophy). Delta uses canceled flights, which has the biggest impacts on their customers. Read more
What Wells Fargo (and the Rest of Us) Can Learn from Samsung
/in Customer Experience Vision, CX Program Strategy, Driving CX Culture Change, Employee Experience/by Jim Tincher- “Who knows what happened to us two years ago?” Wells Fargo’s Chief Marketing Officer Jamie Moldafsky (I originally wrote about this here)
- “Who’s heard of our product, the Note 7? [pause] Yes, pretty much everybody, in every plane trip, for about a year.” Michael Lawder, SVP, Customer Care, Samsung Electronics America
Problems can happen in even the best-run company. Pixar, Amazon, GE – all have experienced problems. This post isn’t about preventing problems (although many of these – particularly Wells Fargo’s problems – should have been avoidable). Instead, it’s about what to do once it happens. Read more
Ten B2B KPIs to Track, Starting Now (none are NPS) – Business KPIs
/in Metrics & ROI/by Jim Tincher

Measuring Customer Experience’s (CX) business impact is hard. It’s one of the biggest challenges in passing the CCXP exam. One reason is that CX pros are very customer-focused; we’re confident that if we just focus on customer needs, the ROI will take care of itself. Unfortunately, our business partners aren’t always so confident.
Is Customer Experience a Missed Opportunity?
/in CX Program Strategy, Surveys & Feedback/by Jim Tincher

My immediate answer to this is no – there’s a ton of good work happening to improve customers’ experience. But that’s a qualitative response, informed largely by the great work I see our clients doing.
Stop Bribing Your Employees for Good NPS Scores
/in Customer Experience Vision, CX Program Strategy, Driving CX Culture Change, Employee Experience, Minneapolis CX, Surveys & Feedback, Voice of the Customer/by Jim TincherWe’re early in Customer Experience (CX) capability development, and I absolutely love it! We’re discovering the best practices that our successors will take for granted; “of course that’s how you do it.”
Unfortunately, being in this early stage means that some “best practices” aren’t. Some actually hinder the goal of improved CX – to create loyal customers who love your brand and come back time and again.
Interview: Building a World-Class CX Capability
/in CX Program Strategy, Interviews with CX Experts/by Jim Tincher—–
We recently sat down with Jim Tincher, founder of Heart of the Customer and Certified Customer Experience Professional (CCXP), to get his take on the customer experience landscape and how it is changing in 2018.
In part-one of this two-part article series, Jim discusses several key topics around customer experience (CX):
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- The importance of Customer Experience Management (CEM)
- Where companies should focus their efforts in the early stages of developing a CEM program
- Key challenges CX professionals face and how to overcome those challenges
- Innovations in technology that will shape the future of CX
Your Quest for Survey Data May Be Hurting Your Company
/in CX Program Strategy, Metrics & ROI, Surveys & Feedback/by Jim TincherMetrics are comfortable for us. Whether we’re talking Net Promoter Score, Customer Effort Score, or good old customer satisfaction, survey metrics give us something to share with the business. Even better, in a role that is so focused on intangibles, we have one tangible thing we can point to.
Of course, to get these metrics we need surveys. Lots of surveys. Long relationship surveys, short (but frequent) transactional surveys, and medium-length touchpoint surveys. More data to analyze and report. We need to feed the beast.
I recently ran across some research that suggests that the continuing search for these metrics may actually be hurting your company. Read more


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