Member Since: 1st Jul 2020
Jim sees the world in a special way: through the eyes of customers.
With a lifelong passion for customer experience, Jim founded Heart of the Customer to help companies of all sizes increase customer engagement. Before launching the company, Jim led customer engagement initiatives at Best Buy, Gallup and UnitedHealth Group. In the process, he became an expert in using Voice of the Customer research to identify unmet needs, develop new products and improve customer service. His Heart of the Customer Journey Maps™ are a powerful tool designed with one simple goal: customer loyalty. Customers ranging from start-ups to Fortune 500 companies use his processes to improve customer-focused results.
His fascination with customer experience led him to test himself by becoming a Certified Customer Experience Professional, only the second in the world to earn such a designation. He also has served as an adjunct instructor at the Carlson School of Management at the University of Minnesota. He is an active member of the Customer Experience Professionals Association (CXPA), serving as one of their CX Experts, providing advice to members worldwide.
Mapper-In-Chief Heart of the Customer
17th Sep 2018
You can focus on creating a better customer experience. But until you get the employee experience right, it’s an uphill battle. And...Engagement
1st Mar 2018
New research suggests that the quest for customer survey metrics could actually be causing more harm than good for the customer experience...Voice of the Customer
12th Feb 2018
A common concern I see among customer experience is over customers who are making “bad” choices. Customers who aren’t making the best use...Voice of the Customer
25th Jan 2018
In the Harvard Business Review article, “ The New Sales Imperative ,” the CEB reports that in just the last two years the average number of...Engagement
4th Jan 2018
Journey mapping isn’t easy. That’s why almost two-thirds of journey maps fail to drive change . A failed journey mapping project is a huge...Engagement