customer service Archives

About

About Us

Learn about our mission, values, and team of experts

X4 B2B Experience

Come with Heart of the Customer to Qualtrics X4!

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

Voice of the Customer Services

Connect operational decision-making with customer feedback

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

X4 B2B Experience

Come with Heart of the Customer to Qualtrics X4!

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

Voice of the Customer Services

Connect operational decision-making with customer feedback

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

01/13/2022

Don’t Leave Your Customers Stranded

Jim Tincher

01/16/2021

Fitbit Proves Rich Emotions Can Overcome Poor Quality

Jim Tincher

09/05/2014

Thinking is bad

Jim Tincher

02/06/2014

Target shows the difference between customer experience and customer service.

Jim Tincher

Driving a Customer Experience Culture Change – Interview with Ingrid Lindberg, Chief Customer Experience Officer, Prime Therapeutics

By Jim Tincher

11/13/2013

Real-World Customer Experience Stories – Isolating What Really Matters

By Jim Tincher

12/17/2012

Guest Post: Personal Touches Make Great Online Customer Experiences

By Jim Tincher

03/20/2012

Service Re-Recovery at Hampton Inn and Barnes & Noble

By Jim Tincher

02/20/2012

Targeting Your Service Recovery to Avoid the “Hail Mary”

By Jim Tincher

01/19/2012

Shopper Education: The Hidden Casualty of Price Wars

By Jim Tincher

customer service

Don’t Leave Your Customers Stranded

Fitbit Proves Rich Emotions Can Overcome Poor Quality

Thinking is bad

Target shows the difference between customer experience and customer service.

More Reading For You

Driving a Customer Experience Culture Change – Interview with Ingrid Lindberg, Chief Customer Experience Officer, Prime Therapeutics

Real-World Customer Experience Stories – Isolating What Really Matters

Guest Post: Personal Touches Make Great Online Customer Experiences

Service Re-Recovery at Hampton Inn and Barnes & Noble

Targeting Your Service Recovery to Avoid the “Hail Mary”

Shopper Education: The Hidden Casualty of Price Wars

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