Shows
The Experience Gap: The Insight Shop to the RescueEpisode 24 - Jim Tincher - Delta Communications ExperienceHoliday travel is stressful enough. For Jim, Delta’s communication made it worse. He only learned his first flight was cancelled five minutes after boarding was supposed to start—even though the plane had never left its previous destination. Then, on his rescheduled flight, passengers were told at boarding time that while the aircraft was there, it wasn’t going anywhere: the crew was already over their hours, something the airline had known well before they reached the gate.Listen in as Jim shares what it feels like to be left in the dark w...
2025-12-2208 min
Doing Customer eXperience Right In The AI Era | Stacy ShermanBest Leadership Advice: 200th Doing CX Right Podcast HighlightsWhat's the best leadership advice you've ever received or given? For her 200th episode of Doing CX Right, host Stacy Sherman shares a curated collection of the most memorable and actionable leadership wisdom from the show's renowned guests. Consider this a masterclass in leading with influence, featuring insight you can apply immediately to boost both your business growth and your personal development. You'll hear powerful lessons from leaders like Seth Godin, Daniel Pink, Jeanne Bliss, Fred Reichheld, Shep Hyken, Daniel Goleman, Mark Schaefer, and many others. Their brief insights here reveal the advice that shaped their success and their approach...
2025-12-0148 min
Good Government ShowA Trip Back to Coal CountryA lavender farm is now growing on the site of a former coal mine. Come hear how Appalachian Botanical is transforming lives and a former coal site in Boone County, WV. And we visit with our friend Gayle Manchin of the Appalachian Regional Commission. Previously, from the Good Government Show in West Virginia: Turning Coal into Lavender, Boone County WV (S2E1) (Apple Podcasts | Spotify | YouTube) McDowell Teachers Lead the Way, McDowell County WV (S2E2) (Apple Podcasts | Spotify | YouTube) Moving on from a coal economy in WV with Greg Puckett (S3E13) (Apple Podcasts | Spotify...
2025-04-1024 min
Our Fair City3.18 - Storm, FallYou can’t outrun the storm.===Our Fair City was originally released between 2011 and 2018.If you're interested in listening to the complete 8 seasons of Our Fair City ad free right now, you can join Audacious Machine Creative's Membership program at https://audaciousmachinecreative.memberful.com/join. $5 a month gets you ad free feeds of all of our podcasts, and goes directly to supporting the artists making new audio fiction podcasts!Elizabeth Rourke —Tara SchileAndrew Snidge— Frank SjodinNeal Henderson— Sebastian H. OrrThe Capt...
2025-03-1219 min
Our Fair CityStorm, FallYou can’t outrun the storm.===Our Fair City was originally released between 2011 and 2018.If you're interested in listening to the complete 8 seasons of Our Fair City ad free right now, you can join Audacious Machine Creative's Membership program at https://audaciousmachinecreative.memberful.com/join. $5 a month gets you ad free feeds of all of our podcasts, and goes directly to supporting the artists making new audio fiction podcasts!Elizabeth Rourke —Tara SchileAndrew Snidge— Frank SjodinNeal Henderson— Sebastian H. OrrThe Capt...
2025-03-1219 min
Wear Who You AreRespect The Journey: Notes On Traveling Through AsiaIn the newest episode of Wear Who You Are, Natalie opens up about her month-long adventure through Asia, sharing some valuable lessons she picked up along the way. With stops in Thailand, Cambodia, and Japan, she reflects on the theme of respect. It can be strange, reconciling life in America with the incredible cleanliness and respect for public spaces she witnessed in places like Tokyo and Bangkok. Nat shares how the principle of loving-kindness influences interactions with both the environment and each other. There’s a refreshing take on shopping, too (of course!)—she noticed how shopping in these coun...
2025-02-1935 min
Customer First ThinkingThe B2B Journey Map: An Interview with Jim Tincher, President, Heart of the Customer B2B companies tend to be laggards when it comes to delivering a superior customer experience, focused more on selling than servicing. But as a result of digital disruption, they have finally begun to embrace the need for a better post-sale journey, according to Jim Tincher, a leading expert in B2B experience design.
2024-12-1259 min
Our Fair City3.2- Fealty/FrailtyIn which we discover the whereabouts of Nathan Rourke, meet more of the Davenport family, and learn a bit more about the “Human Resources” department.===Our Fair City was originally released between 2011 and 2018.If you're interested in listening to the complete 8 seasons of Our Fair City ad free right now, you can join Audacious Machine Creative's Membership program at https://audaciousmachinecreative.memberful.com/join. $5 a month gets you ad free feeds of all of our podcasts, and goes directly to supporting the artists making new audio fiction podcasts!Erin...
2024-10-2311 minOur Fair CityFealty/FrailtyIn which we discover the whereabouts of Nathan Rourke, meet more of the Davenport family, and learn a bit more about the “Human Resources” department.===Our Fair City was originally released between 2011 and 2018.If you're interested in listening to the complete 8 seasons of Our Fair City ad free right now, you can join Audacious Machine Creative's Membership program at https://audaciousmachinecreative.memberful.com/join. $5 a month gets you ad free feeds of all of our podcasts, and goes directly to supporting the artists making new audio fiction podcasts!Erin...
2024-10-2312 minOur Fair CityThe Advice at Doctor Moro'sLoamy takes Clay down the winding, wending paths of Old Tunnel, braves murk, mire, and Mold, to visit the wisest Mole this side of the muck.Narrator — Ansel BurchClay— Tyler SamplesLoamy— Lisa BurtonOl’ Silty— Sebastian H. OrrDr. Moro— Mark SoloffThe Mold— Ryan SchileWritten by Jim McDoniel. Directed by Jeffrey Gardner. Sound Design by Ryan Schile. Music by Stephen Poon. Illustration by Dann Tincher. Learn more about your ad choices. Visit megaphone.fm/adchoices
2024-09-2312 minOur Fair City2.10- The Advice at Doctor Moro'sLoamy takes Clay down the winding, wending paths of Old Tunnel, braves murk, mire, and Mold, to visit the wisest Mole this side of the muck.Narrator — Ansel BurchClay— Tyler SamplesLoamy— Lisa BurtonOl’ Silty— Sebastian H. OrrDr. Moro— Mark SoloffThe Mold— Ryan SchileWritten by Jim McDoniel. Directed by Jeffrey Gardner. Sound Design by Ryan Schile. Music by Stephen Poon. Illustration by Dann Tincher. Learn more about your ad choices. Visit megaphone.fm/adchoicesSee Privacy Po...
2024-09-2311 min
CX Leadership Talks#25 Four ways to organize CX in the most effective ways, with Jim TincherIn this episode of CX Leadership Talks, host Nienke Bloem engages in a interesting conversation with customer experience expert Jim Tincher, CEO of Heart of the Customer. They delve into the complexities of customer experience and leadership, emphasizing the importance of understanding and addressing the needs of both customers and business executives.
Jim shares key insights from his research on different CX team structures, highlighting their strengths, weaknesses, and real-world examples. The conversation also delves into the significance of data in driving business outcomes, staying energized through learning and community involvement, as well as the need for...
2024-06-2449 minCX Leadership Talks#25 Four ways to organize CX in the most effective ways, with Jim TincherIn this episode of CX Leadership Talks, host Nienke Bloem engages in a interesting conversation with customer experience expert Jim Tincher, CEO of Heart of the Customer. They delve into the complexities of customer experience and leadership, emphasizing the importance of understanding and addressing the needs of both customers and business executives.
Jim shares key insights from his research on different CX team structures, highlighting their strengths, weaknesses, and real-world examples. The conversation also delves into the significance of data in driving business outcomes, staying energized through learning and community involvement, as well as the need for...
2024-06-2449 min
Escape To The Riveting Full Audiobook Experience!Do B2B Better by Jim TincherPlease visithttps://thebookvoice.com/podcasts/2/audible/98689to listen full audiobooks.
Title: Do B2B Better
Author: Jim Tincher
Narrator: Quentin Hudspeth
Format: mp3
Length: 8 hrs and 9 mins
Release date: 06-12-24
Ratings: Not rated yet
Genres: Customer Service
Publisher's Summary:
Customer Experience expert Jim Tincher provides the wisdom and tools to show business-to-business (B2B) organizations how to build and sustain superior customer experience (CX) as a core business activity.
2024-06-128h 09
CX Leadership Talks#23 Exclusive Insights: 7 Key Learnings from CX Leaders Advance 2024 with Nienke BloemWelcome to an insightful episode of CX Leadership Talks! Join host Nienke Bloem as she shares 7 key learnings from the CX Leaders Advance 2024 event in Denver (April 30 - May 2). From diving deep into data to embracing AI opportunities, Nienke provides valuable insights for CX leaders looking to enhance their practice.
Her seven most important take aways:
Dive deep into the world of data. Build your web of data and link your CX metrics to those metrics that are of importance to the business. Thanks for this wisdom Roxana (Roxie) Strohmenger, CCXP.
Have your AI Strategic plan a...
2024-05-2924 minCX Leadership Talks#23 Exclusive Insights: 7 Key Learnings from CX Leaders Advance 2024 with Nienke BloemWelcome to an insightful episode of CX Leadership Talks! Join host Nienke Bloem as she shares 7 key learnings from the CX Leaders Advance 2024 event in Denver (April 30 - May 2). From diving deep into data to embracing AI opportunities, Nienke provides valuable insights for CX leaders looking to enhance their practice.
Her seven most important take aways:
Dive deep into the world of data. Build your web of data and link your CX metrics to those metrics that are of importance to the business. Thanks for this wisdom Roxana (Roxie) Strohmenger, CCXP.
Have your AI Strategic plan a...
2024-05-2924 min
Business Transformation Pitch with The CX GoalkeeperDO B2B BETTER: Drive Growth Through Game-Changing Customer Experience with Jim TincherToday's episode features a deep dive with Jim Tincher, an expert in enhancing B2B customer experiences. Prepare to be captivated by a discussion that's not just insightful but also instrumental for anyone keen on driving meaningful business growth through customer experience. Jim Tincher: Jim sees the world in a special way: through the eyes of customers. This lifelong passion for customer experience (CX), and a thirst for knowledge, led him to found his journey mapping and customer experience consulting firm, Heart of the Customer (HoC). In the years since HoC's dedicated team of CX...
2024-05-1334 min
The CX and Culture Connection Podcast with Host Matt Egol of JourneySpark ConsultantsThe B2B Experiences you Create are Rooted in Emotion: CX Expert, Jim TincherB2B isn't just all about logic – it's also about emotion!
Author and CX Expert Jim Tincher drops some seriously eye-opening knowledge on building trust, connection, and ease of doing business for major results. He reveals how to create moments of genuine delight in your B2B experiences to drive long-term success.
Tune in to the CX & Culture Connection Podcast hosted by Matt Egol for the full scoop here https://youtu.be/gjs0-YEE4q4
#B2Bexperience #CX #B2Bbranding #brandingexpert #customerexperience
0:00 – Preview of Episode
0:14 – Intro of Guest Jim Tincher
0:41 – Emotional north star and why is f...
2024-05-0636 min
Practical AI: The Capacity for GoodHow to Really Know What's in the Heart of Your Customer with Jim Tincher, Founder and CEO of Heart of the CustomerIn this episode of Practical AI: The Capacity for Good, Jim Tincher, Founder and CEO of Heart of the Customer, joins James Diel to reveal the true essence of "knowing your customer," share critical tools needed to perfect the customer journey, and delve into the game-changing role of AI and automation in enhancing customer engagement.Jim is a highly acclaimed authority in customer experience and journey mapping, renowned worldwide for his expertise. With a profound dedication to enhancing customer experiences, he has authored two exceptional books: "Do B2B Better" and "How Hard is it to be your...
2024-03-0635 min
The Business of Customer LoveUnderstanding the key motivators behind what turns customers into loyal advocates with Jim TincherIn this episode we spoke with Jim Tincher, best selling author and founder of Heart of the Customer.
Jim discussed how identifying and nurturing your biggest brand fans will ultimately drive sustainable, organic growth for your business.
During our chat, Jim also revealed how brands can harness data to create experiences that delights their customers and ultimately turns more into loyal advocates. Hosted by Ausha. See ausha.co/privacy-policy for more information.
2023-09-2128 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 12 Episode 1 - Do B2B Better - Jim TincherWe kick of series 12 of the CX superheroes podcast series with an industry legend. There can be few people in CX you'd want to spend time with more than Jim Tincher. We were delighted when Jim agreed to be a featured author in the Lexden CX Book Club and share the 'making of' Do B2B Better. This is a book which captures Jim's learnings which he's comfortable enough to point out include failures and successes. In fact, in the discussion it becomes clear it is earlier failures (or lessons) which have informed the later and more frequent successes.
2023-09-1440 minGood Government ShowTammy Tincher talks about environmental issues in WVGoing back to hear about West Virginia always makes for a good conversation. With some good planning and luck, tourism might be a boon for Greenbriar County and the state. Join me and my conversation with County Commission President Tammy Tincher. GoodGovernmentShow.com Thanks to our sponsors: National Association of Counties (NACo) Kutztown University Ourco Executive Producers: David Martin, David Snyder, Jim Ludlow Hosts/Reporters: Carol D'Auria and David Martin Producers: Carol D'Auria, David Martin, Jason Stershic Editor: Jason Stershic
2023-08-3134 min
CustomerlandThe Emotional Anatomy of Customer ExperienceAre you ready to elevate your CX game? Dive into the intriguing case of Compassion International and discover how emotions have emerged as the most accurate predictor of loyalty. We'll challenge the status quo, discussing why simply eliminating negative experiences might not be enough to foster positive relationships. Embrace the significance of 'emotional wow' and learn how it trumps mere efficiency. Hear from Jim Tincher, CEO at Heart of the Customer, as he passionately expounds on the key role of emotions in service recovery and loyalty. Lastly, don't miss out on the golden opportunity to join a vibrant cohort...
2023-08-0821 min
Next in QueueWe Don't Take No for an Answer featuring Jim TincherIn 1995’s Tommy Boy, Tommy Callahan used a story (rather unsuccessfully) to paint a customer experience, in this case, a B2B2C (Business
to Business to Consumer) customer experience. His effort left more than a little to be desired. While stories can be an effective way to present the Customer Experience, Jim Tincher learned long ago that stories aren’t enough.
After cutting his teeth in CX at Best Buy, he fell in love with B2B CX and eventually wrote a book on the subject titled Do B2B Better: Drive Growth Through Game-Changing Customer Experie...
2023-05-2640 min
The Brian Beers ShowDrive Growth Through Customer Experience with Jim Tincher | Ep 149Jim Tincher is a nationally recognized customer experience expert, founder of Heart of the Customer, speaker, and author of Do B2B Better: Drive Growth Through Game-Changing Customer Experience. He is a pioneer in customer experience and has helped many organizations transform their approach to create experiences that delight and retain customers.In this episode, Jim shared his insights on the importance of game-changing customer experiences for business growth. We also discuss the role of journey mapping to meet and exceed customer needs and expectations.Links:Website: https://heartofthecustomer.com/customer-experience-blog/Book link:
2023-04-2430 min
The Ticket: Discover the Future of Customer Service, Support, and Experience, with IntercomHow to prove the value of your customer experience programs – actionable advice from CX expert Jim TincherIn today’s episode, we’ve caught up with CX expert & author Jim Tincher to talk about how B2B and B2B2C businesses can measure the impact and show the value of their customer experience programs.Jim is the author of Do B2B Better: Drive Growth Through Game-Changing Customer Experience.Watch this episode on YouTube: https://www.youtube.com/watch?v=1DcSLGlPCxsRead a transcript on our blog: https://www.intercom.com/blog/videos/how-to-prove-the-value-of-your-customer-experience-programs-actionable-advice-from-cx-expert-jim-tincher/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at http...
2023-04-2025 min
Sales Enablement PRO: Book ClubBook Club: Jim Tincher on Improving B2B Customer ExperiencesOlivia Fuller: Hi and welcome to Book Club, a Sales Enablement PRO podcast. I’m Olivia Fuller. Sales enablement is a constantly evolving space and we’re here to help professionals stay up to date on the latest trends and best practices so they can be more effective in their jobs.
If you’ve ever worked in B2C industries, you’ve likely heard some variation of the mantra that the customer is always right, and really the core meaning behind this phrase is that the needs of the customer should be the top priority for the employee...
2023-03-3000 min
Sales Enablement PRO PodcastBook Club: Jim Tincher on Improving B2B Customer ExperiencesOlivia Fuller: Hi and welcome to Book Club, a Sales Enablement PRO podcast. I’m Olivia Fuller. Sales enablement is a constantly evolving space and we’re here to help professionals stay up to date on the latest trends and best practices so they can be more effective in their jobs.
If you’ve ever worked in B2C industries, you’ve likely heard some variation of the mantra that the customer is always right, and really the core meaning behind this phrase is that the needs of the customer should be the top priority for the employee...
2023-03-3000 min
CX Decoded By CMSWireJim Tincher on Doing B2B CX BetterIn this CX Decoded podcast, Jim Tincher, founder, CEO and journey mapper-in-chief at Heart of the Customer and author of the book "Do B2B Better," discusses the importance of talking to customers after a transaction has taken place. He uses his experience as a product manager for health savings accounts to illustrate how a disconnect between the company's understanding of its customers and the actual customer experience can lead to high churn rates. He also addresses how to measure customer experience and the role of inventory in business. In his book "Do B2B Better," Jim highli...
2023-01-2428 min
The CX Leader Podcast | A resource for customer experience leadersEmotions MatterThere are lots of different ways to measure what a customer thinks about your company. But customer emotions can be pretty tricky. How a customer feels can affect other metrics – someone who’s happy with their service will likely provide a high NPS rating. Someone who is angry or frustrated will likely choose “very unsatisfied” in a CSAT survey. So it’s important to understand the emotions of a customer as context for other metrics. But what about more complicated relationships, like a B2B2C channel? On this episode, host Steve Walker welcomes Nancy Flowers, director of customer experience...
2023-01-1027 min
Experience This!Avoiding, Bettering, and Ending!Learn about an airline that decided to stop providing telephone customer service, how to improve on the B2B experience, and a government crackdown on unnecessary fees. Bite-Sized Delight From the Episode: • Don't Call Us - Frontier Airlines' controversial decision to eliminate their customer service phone number may save money but may cost them customer loyalty (and will surely impact customer experience). • B2B Businesses Should Improve Their Customer Experience - In his new book, "Do B2B Better: Drive Growth Through Game-Changing Customer Experience," Jim Tincher shares tips and techniques for improving cust...
2022-12-2043 min
The B2B BRAND180 Podcast with Linda FanarasReal World Implementation of Customer Experience in B2B With Riccardo Porta, Global Director of Customer Experience at Dow and Jim Tincher, Customer Experience Expert and Best-Selling AuthorLinda speaks with Riccardo Porta, Global Director of Customer Experience at Dow, and Jim Tincher, Customer Experience Expert and best-selling author, about the real-world implementation of customer experience at Dow to create more profitable outcomes.During the episode, Riccardo, Jim and Linda explore how Dow applies customer experience (CX) principles to the B2B space, and how they measure success using CX benchmarks. They also discuss how Dow uses customer insights to drive innovation and change. Links mentioned in this podcast include: Heart of the Customer's Do B2B Better: https://heartofthecustomer.com...
2022-12-1423 min
Punk CX: Customer Experience Insights with Adrian SwinscoeFive years on and real time guidance is now becoming a must have for a modern CX organization - Interview with Josh Feast of CogitoToday’s interview is with Josh Feast, the CEO and Co-Founder of Cogito, who provide real-time AI coaching & guidance for contact centers. Josh joins me five years on from our initial conversation back in 2017, talks me through their journey since then, the emergence of the real-time guidance space and what service and experience leaders should be thinking about right now.
This interview follows on from my recent interview – CX professionals should be taking their favourite finance person out to lunch – Interview with Jim Tincher – and is number 447 in the series of interviews with authors and business leaders that are...
2022-11-2146 min
The Manufacturers NetworkCreating an Enjoyable Complaints Journey in Manufacturing with Jim TincherConnect with Jim Tincher:Website: www.heartofthecustomer.com. Email: Jim@heartofthecustomer.comLinkedIn: https://www.linkedin.com/in/jimtincher/Lisa Ryan: Hey, it's Lisa Ryan. Welcome to the Manufacturer's Network podcast. I'm excited to introduce you today to Jim Tincher. Jim sees the world through the eyes of the customers. He's a nationally recognized customer experience expert, keynote speaker, and the author of DO b2b: Drive growth through game-changing customer experience. His firm builds loyalty and B2B organizations and works with multiple global manufacturing organizations. Jim, welcome to the s...
2022-11-2129 minThe B2B BRAND180 Podcast with Linda FanarasHow to Create an Exceptional B2B Customer Experience With Jim Tincher, Author of Do B2B BetterHow do B2B organizations create exceptional customer experiences? Linda speaks with Jim Tincher, author of Do B2B Better, about best practices in B2B customer experience design.Thanks for listening to the B2B BRAND180 Strategy podcast with Linda Fanaras, CEO/Strategist at Millennium Agency.Linda's LinkedIn: https://www.linkedin.com/in/lindafanaras/Millennium Agency: Brand Strategy | Marketing | Web Design: https://mill.agencyYouTube Channel: https://www.youtube.com/@mill.agency/Linda's Books: Claim Your White Spacehttps://www.amazon.com/CLAIM-YOUR-WHITE-SPACE-CRITICAL-ebook/dp/B0CLK8...
2022-11-1428 minPunk CX: Customer Experience Insights with Adrian SwinscoeCX professionals should be taking their favourite finance person out to lunch - Interview with Jim TincherToday’s interview is with Jim Tincher, Founder and Mapper in Chief of journey mapping and customer experience consulting firm, Heart of the Customer (HoC) as well as an author. Jim joins me today to talk about his new book, Do B2B Better: Drive Growth Through Game-Changing Customer Experience, what gets in the way of organisations building a differentiated customer experience and what it takes to be a B2B change maker.
This interview follows on from my recent interview – Treat your customers well and your employees better – Interview with Liza Smyth of Formstack – and is number 4...
2022-11-1351 min
Let's Talk About CEX! The Customer and Employee ExperienceDo B2B BetterWith Clients like DOW, Hagerty, and UKG, Jim Tincher, CCXP, Founder and CEO of Heart of the Customer, LLC, knows How to “Do B2B Better: Drive Growth Through Game-Changing Customer Experience.” That’s also the title of his new book.Tincher talks about the “Emotional Northstar,” (it’s real), the value of the right survey, and how confidence is the key to maintaining and growing the B2B customer. You’ll be mesmerized by how he tied this all up in our brief time together. One of the many tips he shares is for CX leaders and...
2022-11-1032 min
CX QA Live! | The Agent-Centric Customer Experience ShowHow CX Leaders Can Engage with Agents | Episode 11We’ve got a special episode for you today! We recorded this conversation on October 4th, the 10th annual CX Day! Meet our fantastic guest Jim Tincher who is the author of the book Do B2B Better which is available now. He’s an expert in all things change management, but you’ll have to tune in to hear what he calls it because he doesn’t actually love that term’s vibe.
Jim is here to talk to us about activating employees in ways that truly benefit them. Call center work is so important and we know th...
2022-10-1028 min
CX PassportThe one where he does B2B Customer Experience Better - Jim Tincher E85What's on your mind? Let CX Passport know...🎤Find out how to do B2B in “The one where he does B2B Customer Experience Better” with Jim Tincher the author of “Do B2B Better” and Founder & CEO of Heart of the Customer in CX Passport episode 85 🎧 What’s in the episode?...✅Do B2B Better!🤗Hug your customers🤯Whaaaaa?! CX leaders who don't talk with customers?!🎉7 magic words to create impact in your CX initiatives🏃♀️Getting to actionable...
2022-10-0433 min
IRIS Pod - IRIS Audio TechnologiesJim Tincher - What really influences B2B decision makingJim Tincher - What really influences B2B decision making. Listen to our COO Tom have a fascinating chat with Jim Tincher, customer experience expert and best-selling author of ‘How Hard Is It to Be Your Customer?’
2022-09-2242 min
The Account Experience PodcastHow a Sentiment Sandwich Satisfies Executive Hunger w/ Jim TincherOn the Account Experience podcast today Adam Dorrell’s guest is Jim Tincher - a man who sees the world through the eyes of customers.
Jim is a customer experience expert, speaker, and author of “How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change”. He’s a fully certified CCXP.
Heart of the Customer, his innovative customer experience consulting firm, has helped both start-ups and Fortune 500 companies boost revenue and loyalty by harnessing the voice of the customer.
Jim talks about how his work with clie...
2022-05-0933 min
Flourish CXGetting Deliberate about Change Management with Jim Tincher, Heart of The CustomerYou conduct the surveys, you look at the metrics, you map the journeys–and then you change to get better results next time. Jim Tincher, Founder and CEO of the CX consulting firm Heart of the Customer, says change is what customer experience is all about. In this episode, Jim shares tactics from groups who are intentional about change management and shines light on who is best suited to take your organization in a new direction. As the discussion unfolds, you’ll learn how to evolve along with your customers’ desires and expectations.
2022-02-1728 min
Doing Customer eXperience Right In The AI Era | Stacy ShermanCreating An Emotional Connection To Gain & Keep Loyal Customers with Jim TincherHow hard is it to be your customer? Are you creating emotional connections to gain & keep customers loyal? Employees too? Stacy Sherman interviews Jim Tincher, a customer experience expert, journey mapper, author, and speaker about new ways of elevating retention & brand advocacy. Additional topics include: -Changing a company to be customer-centric when it hasn't been.-Brands that are Doing CX Right and what makes them stand out.-What is journey mapping and what is it not.-How journey mapping brings the customer to life & who owns it in organizations?-Ideal ways to motivate employees? Is it pay/bonus or something...
2022-02-0528 min
Science of CXJim Tincher : How Can You Measure the Emotional Effectiveness of Your CX StrategyJoining me on the show for the second time now is Jim Tincher.
Jim is a nationally recognized customer experience expert, journey mapper, trainer, speaker, and author.
He sees the world through the eyes of customers, and draws on years of experience, cutting-edge scientific research, and real-world success stories to help audiences understand how to win over customers.
To listen to our previous interview, feel free to listen to episode 31; Determining the Killer Metrics for Your CX Initiative with Jim Tincher
Below are some of the main topics Jim and I dis...
2021-09-2935 min
Fireside chats without the firesSeason 2 : Episode 24 - "Why Do Bonuses for NPS Scores Seem Wise?" with Jim TincherNeal and Paul are thrilled to welcome back Jim Tincher onto the Fireside Chats Without The Fires podcast.Jim recently published an article here (https://bit.ly/3rsQKHa) focusing on whether incentives to drive NPS are good or bad. Jim shares stories on how some companies have used incentives to drive performance and behaviors so that they do “suck less”.Jim explains when is a good time to ask for a survey, does an NPS score actually predicts anything, and do “golden questions” to measure NPS exist and, please, do not miss the story about the “5 ballons…”Engaging, thoughtful, and passionate, Jim’...
2021-07-1942 min
The Business of Boutique FitnessHow to Make Sure You Grow in 2021 (Part 4)In this episode, you will learn: • Why I feel we are in the age of upsells, order bumps and ancillary add-ons {and what this means for studio owners} • What an order bump is, and how to offer it the right way • How an upsell differs from an order bump, plus the 4 options you have for where to put one • Where the ancillary offer fits into the sales process • Why it's so important to understand your client's journey when setting up your offer and sales process • The reasons why the aver...
2021-05-2018 min
Fireside chats without the firesLinkedIn Live Event to Support AMA Ignite Conference with Jim TincherFireside Chats without the fires is extremely proud to be able to support AMA Ignite conference. In a limited series of podcasts, the team and keynote speakers from the conference share their CX expertise and give a little taste of what they will be talking about. Next up is Jim Tincher!
2021-05-1314 min
Customer Service Gold Dust PodcastEP 10: How to Elevate your Brand and Attract New Customers using Customer Journey Mapping with Jim TincherWelcome to Episode 10 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Jim Tincher, the Founder, CEO and Journey Mapper-In-Chief of Heart of the Customer.We hear him talk about how Journey Mapping is going to play an increasingly important role over the next 5 years; what he learned about putting customers first without alienating higher management; and why the complaints process can be enjoyable - yes, enjoyable!------You can find Jim online at:https://www.linkedin.com/in/jimtincher/https://heartofthecustomer.com/------
2021-05-1235 min
All Things Considered CX with Bob AzmanJim Tincher, Heart of the CustomerHeart of the Customer founder Jim Tincher is a noted speaker, internationally recognized customer experience expert, and author of How Hard Is It to Be Your Customer? The definitive guide to customer journey mapping that helps companies drive customer-centric action to boost loyalty, satisfaction, and revenue.
2021-03-2228 min
Moonlight Audio TheatreNIGHT BEAT: "The Death of Riley" SONIC SUMMERSTOCK 2020 - NIGHT BEAT: The Death of Riley For the 11th big year of Sonic Summerstock (2020), we present the first of the Narada Radio Company's four installments of the season. This is a 1952 episode of the excellent OTR series, Night Beat, which starred Frank Lovejoy as Randy Stone, a reporter for the fictitious Chicago Star newspaper. (NARADA RADIO COMPANY) CAST: ANNOUNCER – Darren Rockhold RANDY STONE – Pete Lutz EDIE – Angela Young JIM GUTHRIE – Lothar Tuppan RILEY JOHNSON – Jeffrey Billard TINCHER – John Bell FIRE CA...
2020-08-2134 minScience of CXDetermining the Killer Metrics for Your CX Initiative with Jim TincherIn this episode, Steve Pappas talks to Jim Tincher about what metrics we and management should be caring about for every CX Initiative.
2020-08-1433 min
Narada Radio Company Audio DramaSSSP 20 - #1 NIGHT BEAT: The Death of Riley Every summer since 2015, the Narada Radio Company has produced at least one remake of an Old-Time Radio program in celebration of Sonic Summerstock Playhouse. About a month after they're initially launched at Mutual Audio Network, I generally re-launch them here for my regular audience. This year and for the two years previous, we've put out four remakes per season, each from a different radio series. It's a lot of work and it forces me to put the regular series on hiatus, because I'm just this one guy, you know? But I love doing it, and I...
2020-08-1434 min
The Honkytonk Jukebox ShowThe Honkytonk Jukebox Show #19Another episode of Honkytonk Hunting at Josey Records in Dallas Texas, all of the 45s in this show were picked up at the 4th of July salePlaylist1I Sing In A Honky TonkHarold Tincher2Hello Honky TonkMax D Barnes3I'm Barely Hanging On To MeJoe Poovey4Broken HomesSonny Tears5The Influence Of YouGeorge Owens
2020-08-041h 07
If You Market3 Steps to Journey Mapping, with Jim TincherJourney mappers are the cartographers of marketing. You don't create the journey, you discover it. This week on the If You Market Podcast we talk with Jim Tincher about Journey Mapping. Jim, is the Journey Mapper-In Chief at ‘Heart of the Customer’, Jim’s entire career has centered around customer experience and creating customer loyalty. He is an author, keynote speaker, and the 2nd person in the world to be certified as a customer experience professional. Learn more about your ad choices. Visit megaphone.fm/adchoices
2020-07-2154 min
The CXChronicles PodcastCXChronicles Podcast Episode 78 with Jim TincherIn this episode of the CXChronicles we share a ton of valuable tips, tricks and best practices for customer journey mapping. For any customer experience or inside sales manager looking for new ways to improve and fine-tune your customer facing team's performance -- listen to this episode now! Jim Tincher has had the fortune of working with a plethora of incredible Fortune 500 companies to map their customer journeys and find easy wins for maximizing their overall customer performance. Listen to CXChronicles to learn more about how you can grow your business through the power of cu...
2020-02-2637 minThe CXChronicles PodcastCXChronicles Podcast Episode 72 CXWeekly Update from Comcast CX Technology DayIn this episode of the CXChronicles Podcast Adrian chats through his recent experiences joining the Comcast CX Technology Day 2019 in Philadelphia, PA. Adrian joined an incredible group of CX thought leaders, authors, podcasters and business owners including; Jay Baer, Dan Gingiss, Geno Church, Mitch Joel, Mike Wittenstein, Jackie Hubba, Colin Shaw, Kerry Bodine, Natalie Petouhoff, Marsha Collier, Megan Burns, Steve Walker, Chris Penn, Steve Shapior, Clay Hebert and Jim Tincher. In this CXWeekly update you will learn about how a massive company like Comcast thinks about building, scaling and managing their massive CX and customer service team. We...
2019-11-1326 min
The Digital Measure Show#019 - Intro To Customer Experience ResearchJim Tincher, Journey Mapper-In-Chief at Heat of the Customer joins me to chat about customer experience research (CXR). In this episode we discuss some of the basics, why it’s important, ways to get started in CXR and more. Lot’s of great intro content and resources for those who are interested in applying CXR to their organization. SHOW HIGHLIGHTS AND WHAT YOU’LL LEARN…• A brief history on customer experience research (CXR)• The difference between customer experience (CX) and user experience (UX)• Most common adoption challenges that professionals have while advocating for the customer and c...
2019-08-2029 min
The Digital Measure Show#019 - Intro To Customer Experience ResearchJim Tincher, Journey Mapper-In-Chief at Heat of the Customer joins me to chat about customer experience research (CXR). In this episode we discuss some of the basics, why it’s important, ways to get started in CXR and more. Lot’s of great intro content and resources for those who are interested in applying CXR to their organization. SHOW HIGHLIGHTS AND WHAT YOU’LL LEARN…• A brief history on customer experience research (CXR)• The difference between customer experience (CX) and user experience (UX)• Most common adoption challenges that professionals have while advocating for the customer and c...
2019-08-2029 min
Working Smarter: Presented by CalabrioEpisode 3: Jim Tincher from Heart of the CustomerIn this episode we discuss Customer Journey Mapping with Jim Tincher from Heart of the Customer. Jim is passionate about Customer Journey Mapping and helping his clients understand their customers more intimately allowing them to deliver a better customer experience. Join us as we discuss what your organization can do with a comprehensive Customer Journey Mapping exercise and the long-term value of such an endeavor.
2019-08-1931 min
The CX Leader Podcast | A resource for customer experience leadersDon’t Forget the Customer in Your Customer Journey MapCreating a meaningful journey map can be a lengthy and expensive process and it's tempting to cut corners. Steve's guest Jim Tincher, founder and mapper-in-chief of Heart of the Customer and co-author of "How Hard is it to Be Your Customer", explains why hastily created journey maps can give you a false picture of your customers.
2019-08-1325 min
Amazing Business RadioMapping the Customer Journey Featuring Guest Jim TincherShep Hyken interviews Jim Tincher. They discuss journey mapping and how it can be used to improve both the employee experience and the customer experience.The Interview with Jim Tincher:What is a journey map? A journey map is a graphic representation of every interaction a customer has with you and your business. Journey maps can be used as effective tools to drive change and improve the customer experience.It is important to make the journey map highly visual. This will help people remember the key points and takeaways, which will help drive the positive changes that...
2019-08-1329 min
CCW Digital: A Customer Service Online PlatformEp. 118: Jim TincherCustomer-centric brands do not settle for mapping journeys; they focus on orchestrating great experiences. In this interview, industry influencer Jim Tincher reveals how to create easy, valuable experiences at all key moments of truth. Rather than a source of frustration, your journey will drive more satisfaction, loyalty and advocacy.
2019-07-1112 min
CX Show: Conversations on Customer ExperienceCustomer Journey Mapping with Jim TincherIn this episode of the CX Show, we talk to Jim Tincher, Journey Mapper-In-Chief at Heart of the Customer, about customer journey mapping and the importance of identifying and eliminating friction and pain points along the journey.
2018-03-0839 min