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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.

Put an End to Customer Frustration and Build Real Loyalty

I was talking with a call center manager who made a startling comment: "We have some problems with our website. But we deliberately don't fix them. That way, our customers call us and we can fix their problems and delight them." Wow. This was one of those situations where I wasn't really sure how to [...]

By |May 5th, 2015|Customer Experience|

Agent Empowerment and the Unhappy Customer

What do you do with an unhappy customer? Refunds are the easy way out. They don’t fix the problem. They just put a band-aid on the situation, without addressing the underlying problem that led your busy customer to take time to call you. But don't take my word for it. A report from Beyond Philosophy [...]

By |March 26th, 2015|Training / Coaching, Workforce Infrastructure|

Why Agent Coaching is the Key to Customer Loyalty

Michael Jordan had Phil Jackson. Walter Payton had Mike Ditka. Look at any great athlete, and you often see a great coach. But it's not just athletes. Former CEO Brad Anderson used multiple coaches as he drove Best Buy to new heights. According to a 2013 study by the Center for Leadership Development and Research [...]

By |February 25th, 2015|Training / Coaching, Workforce Infrastructure|

Remember, Call Center Agents = Your Brand.

How's your brand today? Defining your brand used to be so much easier. In the good old days (for me, the good old days were the 80s), your brand was whatever your advertising said it was. Social media changed all that. Now your brand is whatever your customers say it is. And so your brand [...]

By |January 28th, 2015|Corporate Culture, Workforce Infrastructure|