Member Since: 1st Jul 2020
Jim Tincher, CCXP, is a nationally recognized customer experience expert, journey mapper, author, speaker, and entrepreneur.
Heart of the Customer, the cutting-edge CX consultancy he founded, empowers companies to achieve sustainable growth, reduce costs, and increase revenue by driving customer-focused change, improving customer loyalty, and optimizing customer journeys.
Jim's authoritative guide to journey mapping, How Hard Is It to Be Your Customer?, is considered a must-read for CX-focused leaders. His next book, Do B2B Better: Drive Growth Through Game-Changing Customer Experience, is now available for pre-order.
CustomerThink, Engati, SupportBee, Feedspot, Influencer Marketing, LitmusWorld, and many others have named Jim a customer experience influencer to follow.
Founder & CEO Heart of the Customer
16th Nov 2022
How Dow's CX leader used data to win c-suite support
Being a Change Maker requires a different way of thinking, so it’s helpful to have guides to show you the way. In my new book, Do B2B...Data
18th Jul 2022
How to stop your customers' bad behaviour
At Heart of the Customer, we recently had a software client who wasn’t winning as many sales as they expected. We mapped their customers’...Engagement
6th Jun 2022
Most failing CX programmes use NPS as a metric... but NPS isn't the problem
We CX folks love to discuss measurement. If you want to fill a room at a conference, just put the word “metric” in your session title, and...Loyalty
19th Apr 2022
Which is most valuable: Good customer data or great customer surveys?
I had a call recently with a client who reached out to Heart of the Customer with a business problem they were trying to tackle. Despite a...Voice of the Customer
17th Mar 2022
The unspoken hard truths of CX leadership - and how you can turn them to your advantage
You probably don’t need me to tell you this, but those in customer experience can have a rough go of it. You’re typically a small group –...Engagement
20th Jan 2022
Why experience isn't a key ingredient of great CX leadership
I’m pretty sure I’m going to take some flak for my recommendations, but today I want to talk about what it takes to be a successful...Engagement
4th Nov 2021
The hard truth about your customers' moments of truth
After reviewing The Journey Mapping Playbook earlier this year, it struck me that one of the biggest misses in the book (outside of the...Loyalty
20th Sep 2021
Should you offer staff bonuses for NPS improvements?
I’ll get right to the point: change management is cheaper than bribing employees. It’s more effective, too. The CEO of a client...Voice of the Customer
26th May 2021
Six ways to prove B2B CX programmes are delivering value
After more than 150 hours of interviewing CX leaders – and surveying 200+ more! – it’s clear that one thing separates the best from the...Loyalty
20th Apr 2021
Why culture change must be the final step of CX transformation - not the first
There’s no doubt about it – culture change is sexy. So sexy, that it’s where most customer experience programmes focus. But starting with...Engagement