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
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
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
Contact Us
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
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
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
Contact Us
customer service
01/13/2022
Don’t Leave Your Customers Stranded
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01/16/2021
Fitbit Proves Rich Emotions Can Overcome Poor Quality
Jim Tincher
09/05/2014
Thinking is bad
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02/06/2014
Target shows the difference between customer experience and customer service.
Jim Tincher
More Reading For You
01/22/2014
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 Heart of the Customer Guest
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
Stay updated with our insights
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Jim Tincher
