Jim Tincher

Member Since: 1st Jul 2020

Bio

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.

Jim Tincher

Founder & CEO Heart of the Customer

28th Mar 2023

Not all customers are equal: How to create a customer hierarchy for your CX strategy

“When all customers are important…none will be.” – Syndrome from The Incredibles (slightly paraphrased). Are all customers worth the same...

Loyalty

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

Not all customers are equal: How to create a customer hierarchy for your CX strategy

How Dow's CX leader used data to win c-suite support

How to stop your customers' bad behaviour

Most failing CX programmes use NPS as a metric... but NPS isn't the problem

Which is most valuable: Good customer data or great customer surveys?

The unspoken hard truths of CX leadership - and how you can turn them to your advantage

Why experience isn't a key ingredient of great CX leadership

The hard truth about your customers' moments of truth

Should you offer staff bonuses for NPS improvements?

Six ways to prove B2B CX programmes are delivering value

4 steps to create a seamless customer experience

NPS is still the best CX metric we have!

Pharmaceutical CRM fails due to lack of planning

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