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Jim Tincher

About Jim Tincher

Jim Tincher is the Principal Consultant at Heart of the Customer, a Customer Experience and Customer Service consulting company. Jim has more than 20 years of experience in driving customer experience from small business to Fortune 500 companies. Jim’s Customer Experience expertise has led to engagements as far-reaching as developing consumer tests at Best Buy, creating a Customer Insights capability at UnitedHealth Group, and consulting with clients ranging from global fast food companies to utilities to international manufacturing and service companies.

4 Ways to Build a Culture of Customer and Company Empathy

Being an agent is hard. Every day you work with customers who are frustrated because another part of the company broke down. Your policies are backward. Your product doesn’t work. Your website link is broken. Whenever there’s an issue somewhere else in the company, your teams hear about it. They see the worst in both [...]

Thinking is Bad – So Why Are You Making Your Customers Do It?

“The goal should not be to remove humans from the equation, but [to] empower human beings who actually have a beating heart and who are caring people to achieve a greater degree of hospitality.” These words, from Danny Meyer, the CEO of the Union Square Hospitality Group, are meant for restaurants, but apply just as [...]

Don’t Market During Customer Issues

Are you annoying your customers – and then trying to sell to them? Better customer experience (CX) leads to more sales. We all know this intuitively, but the Temkin Group has proved it empirically. In ROI of Customer Experience, 2016 they found that for a $1 billion firm, a modest improvement in CX results in [...]

Your Company is Mapping the Customer Journey – Are You Invited?

Journey mapping is a great way to truly understand just how hard it is to be your customer. An effective journey map shows you what it’s like to stand in your customers’ shoes, seeing their pain points and moments of truth from their perspectives. Done right, it’s a game changer. We recently surveyed over 100 [...]

By |December 1st, 2016|Best Practices / Metrics, Customer Experience|

Don’t Forget to Map the Employee Journey

Last month I led a journey mapping workshop at the ICMI conference. It was a ton of fun, as we mapped out how Amanda chooses her new health insurance plan. We looked at how and when to use journey mapping (answers: frequently, and in partnership with customers). During a break, one call center director asked [...]

Help Your B2B Clients, Help Yourself

As a B2B company, you have a great opportunity to see the big picture that is hidden from your clients. By serving multiple clients, you can see something they can't - and that they most definitely need to know. Your clients use your products and services in a vacuum. They probably have a good idea [...]

Share Your Contact Center Employees, Share Your Learning

Loaning out your employees to the rest of the business gives them fresh perspectives on career paths and spreads your knowledge to the rest of the organization – but it also brings knowledge back. I once led customer experience for a division of a Fortune 25 company. Knowing that the call center was where the [...]

By |September 12th, 2016|Agent Engagement, Best Practices / Metrics, Training / Coaching|

Educating Your Team? Start with Yourself

Your people make the difference. Of course you know that. It's probably in posters all throughout your call centers, your break rooms, everywhere.  And you believe it. Which is why you invest money and time in them. You have online training they can take to improve their knowledge. You regularly pull them off the phones [...]

How to Build Customer Loyalty

Last month I wrote about the importance of metrics.  Metrics drive behavior. You probably know the famous Peter Drucker comment - "What gets measured gets managed."  I've seen it proven true time and again.  If you focus on NPS scores, they go up. Whether customers are actually happier is a different question. But by focusing [...]

By |July 7th, 2016|Best Practices / Metrics, Customer Experience|

What is the Most Important Contact Center Metric?

I presented at the ICMI CC Expo last month in Long Beach. It’s always a great conference, and I look forward to it each year. In the afternoon after my journey mapping workshop I attended a Justin Robbin’s session on metrics. Justin began by asking attendees the most important metric they tracked. Think about it [...]