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, & drive business impact

Closed Loop Feedback

Act on customer feedback and design customer-centric processes

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

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, & drive business impact

Closed Loop Feedback

Act on customer feedback and design customer-centric processes

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

YMCA Quirk’s Cover Story

Jim Tincher • 04/18/2017

Journey mapping is worthless without the organizational focus to improve. This article shares how the YMCA of the Greater Twin Cities used journey mapping to better retain their Millennial customers.

Our Latest Thinking

<img width="300" height="200" src="https://heartofthecustomer.com/wp-content/uploads/2023/03/network-with-pins-300x200.jpg" class="" alt="Trying to collect B2B customer data when you have no survey responses? Follow these steps." decoding="async" srcset="https://heartofthecustomer.com/wp-content/uploads/2023/03/network-with-pins-300x200.jpg 300w, https://heartofthecustomer.com/wp-content/uploads/2023/03/network-with-pins-1030x687.jpg 1030w, https://heartofthecustomer.com/wp-content/uploads/2023/03/network-with-pins-768x512.jpg 768w, https://heartofthecustomer.com/wp-content/uploads/2023/03/network-with-pins-1536x1024.jpg 1536w, https://heartofthecustomer.com/wp-content/uploads/2023/03/network-with-pins-2048x1365.jpg 2048w, https://heartofthecustomer.com/wp-content/uploads/2023/03/network-with-pins-scaled.jpg 1600w" sizes="(max-width: 300px) 100vw, 300px" />

No B2B Survey Responses? No Problem.

<img width="300" height="200" src="https://heartofthecustomer.com/wp-content/uploads/2023/02/designer-work-office-300x200.jpg" class="" alt="Is CX the Loneliest Profession?" decoding="async" srcset="https://heartofthecustomer.com/wp-content/uploads/2023/02/designer-work-office-300x200.jpg 300w, https://heartofthecustomer.com/wp-content/uploads/2023/02/designer-work-office-1030x687.jpg 1030w, https://heartofthecustomer.com/wp-content/uploads/2023/02/designer-work-office-768x512.jpg 768w, https://heartofthecustomer.com/wp-content/uploads/2023/02/designer-work-office-1536x1024.jpg 1536w, https://heartofthecustomer.com/wp-content/uploads/2023/02/designer-work-office-2048x1365.jpg 2048w, https://heartofthecustomer.com/wp-content/uploads/2023/02/designer-work-office-scaled.jpg 1600w" sizes="(max-width: 300px) 100vw, 300px" />

Is CX the Loneliest Profession?

<img width="300" height="200" src="https://heartofthecustomer.com/wp-content/uploads/2023/02/Binoculars-300x200.jpg" class="" alt="The Future CX Leader takes a business-focused approach to their reporting." decoding="async" srcset="https://heartofthecustomer.com/wp-content/uploads/2023/02/Binoculars-300x200.jpg 300w, https://heartofthecustomer.com/wp-content/uploads/2023/02/Binoculars-1030x687.jpg 1030w, https://heartofthecustomer.com/wp-content/uploads/2023/02/Binoculars-768x512.jpg 768w, https://heartofthecustomer.com/wp-content/uploads/2023/02/Binoculars-1536x1024.jpg 1536w, https://heartofthecustomer.com/wp-content/uploads/2023/02/Binoculars-2048x1365.jpg 2048w, https://heartofthecustomer.com/wp-content/uploads/2023/02/Binoculars-scaled.jpg 1600w" sizes="(max-width: 300px) 100vw, 300px" />

The Future CX Leader

Do B2B Better

A game-changing customer experience strategy for B2B companies is finally here.

Keep reading.

Trying to collect B2B customer data when you have no survey responses? Follow these steps.

<img width="300" height="200" src="https://heartofthecustomer.com/wp-content/uploads/2023/03/network-with-pins-300x200.jpg" class="" alt="Trying to collect B2B customer data when you have no survey responses? Follow these steps." decoding="async" srcset="https://heartofthecustomer.com/wp-content/uploads/2023/03/network-with-pins-300x200.jpg 300w, https://heartofthecustomer.com/wp-content/uploads/2023/03/network-with-pins-1030x687.jpg 1030w, https://heartofthecustomer.com/wp-content/uploads/2023/03/network-with-pins-768x512.jpg 768w, https://heartofthecustomer.com/wp-content/uploads/2023/03/network-with-pins-1536x1024.jpg 1536w, https://heartofthecustomer.com/wp-content/uploads/2023/03/network-with-pins-2048x1365.jpg 2048w, https://heartofthecustomer.com/wp-content/uploads/2023/03/network-with-pins-scaled.jpg 1600w" sizes="(max-width: 300px) 100vw, 300px" />

03/17/2023

No B2B Survey Responses? No Problem.

By Shawn Phillips

Is CX the Loneliest Profession?

<img width="300" height="200" src="https://heartofthecustomer.com/wp-content/uploads/2023/02/designer-work-office-300x200.jpg" class="" alt="Is CX the Loneliest Profession?" decoding="async" srcset="https://heartofthecustomer.com/wp-content/uploads/2023/02/designer-work-office-300x200.jpg 300w, https://heartofthecustomer.com/wp-content/uploads/2023/02/designer-work-office-1030x687.jpg 1030w, https://heartofthecustomer.com/wp-content/uploads/2023/02/designer-work-office-768x512.jpg 768w, https://heartofthecustomer.com/wp-content/uploads/2023/02/designer-work-office-1536x1024.jpg 1536w, https://heartofthecustomer.com/wp-content/uploads/2023/02/designer-work-office-2048x1365.jpg 2048w, https://heartofthecustomer.com/wp-content/uploads/2023/02/designer-work-office-scaled.jpg 1600w" sizes="(max-width: 300px) 100vw, 300px" />

02/28/2023

Is CX the Loneliest Profession?

By Jim Tincher

The Future CX Leader takes a business-focused approach to their reporting.

<img width="300" height="200" src="https://heartofthecustomer.com/wp-content/uploads/2023/02/Binoculars-300x200.jpg" class="" alt="The Future CX Leader takes a business-focused approach to their reporting." decoding="async" srcset="https://heartofthecustomer.com/wp-content/uploads/2023/02/Binoculars-300x200.jpg 300w, https://heartofthecustomer.com/wp-content/uploads/2023/02/Binoculars-1030x687.jpg 1030w, https://heartofthecustomer.com/wp-content/uploads/2023/02/Binoculars-768x512.jpg 768w, https://heartofthecustomer.com/wp-content/uploads/2023/02/Binoculars-1536x1024.jpg 1536w, https://heartofthecustomer.com/wp-content/uploads/2023/02/Binoculars-2048x1365.jpg 2048w, https://heartofthecustomer.com/wp-content/uploads/2023/02/Binoculars-scaled.jpg 1600w" sizes="(max-width: 300px) 100vw, 300px" />

02/16/2023

The Future CX Leader

By Jim Tincher

Instead of being "The Survey Person" overloaded with tasks, focus on your strategic expertise and what matters and outsource what you can.

01/24/2023

“The Survey Person”…The Title You Don’t Want

By Jim Tincher

Stay updated with our insights.

Stay updated with our insights.