Jim TincherEasy Listening…and CX LearningI love to break up my day by getting outside for a nice, long walk. And with a hint of spring in the air, those of us in northern climes…Mar 14, 2022Mar 14, 2022
Jim TincherGood Data Beats Great SurveysI had a call last week with a client who reached out to Heart of the Customer with a business problem they were trying to tackle.Feb 17, 2022Feb 17, 2022
Jim TincherThe Upside of Nitty-Gritty CX Truths!Last week I wrote about three little-discussed, but somewhat frustrating, aspects of CX: Nobody really gets what you do; Everyone thinks…Feb 10, 2022Feb 10, 2022
Jim TincherNitty-Gritty CX TruthsYou probably don’t need me to tell you this, but those in customer experience can have a rough go of it.Feb 3, 2022Feb 3, 2022
Jim TincherFocus on Moments of TruthIn every customer journey, there are interactions that matter more than others. Those moments can cause customers to leave you, or lead to…Jan 27, 2022Jan 27, 2022
Jim TincherA Journey of One: The Future of CXIn customer experience, we believe in the power of frontline workers. We build training and processes so that they can better engage our…Jan 20, 2022Jan 20, 2022
Jim TincherDon’t Leave Your Customers StrandedI rarely post about bad customer experiences I myself have endured. On a professional level, I note what’s going on — and of course, what…Jan 13, 2022Jan 13, 2022
