Jim Tincher
MBA, CCXP
MN, US
Jim sees the world in a special way: through the eyes of customers. This lifelong passion for customer experience, and a thirst for knowledge, led him to found his innovative customer experience consultancy, Heart of the Customer, in 2013. In the years since, he has helped companies of all sizes boost revenue and reduce costs by increasing customer engagement.
Jim's authoritative book on journey mapping, How Hard Is It to Be Your Customer?, is a must-read for anyone who wants to reap the benefits of driving customer-focused change within their organization. Jim's proprietary journey mapping process - detailed in the book - set the bar for best practices in the industry and is widely emulated.
Bringing customers' experience to life through journeys is all about storytelling, and Jim is an expert. He honed his storytelling skills over decades, and uses them with audiences, who come away from his presentations feeling like it was time well-spent. He educates and motivates groups across a variety of business sectors through entertaining stories and relatable real-world examples, to convey compelling information in an easy-to-understand, engaging style.
Jim is a Certified Customer Experience Professional (CCXP), only the second in the world to earn the designation. (There are now more than 1,000 around the globe.) He also served as an adjunct instructor at the Carlson School of Management at the University of Minnesota, where he previously earned his master's in business administration. Prior to launching Heart of the Customer, Jim led customer engagement initiatives at Best Buy and UnitedHealth Group. He also writes Heart of the Customer's popular CX blog.
LiveHelpNow, SupportBee, Feedbackly, Influencer Marketing, and Capterra have all named Jim a customer experience influencer to follow.
As a Customer Experience professional, every time I hear Jim speak I learn something new and it re-inspires my passion for the work we do. I've had the fortunate opportunities to watch Jim speak on stages big and small over the past several years. I truly appreciate not just his forward thinking Customer Experience concepts he introduces, but the way he uses storytelling and real-life examples to help drive his message in a clear and concise way. I also appreciate his ability to engage the audience, and to pick that exact right level of engagement based on the room and situation. Finally, I appreciate that while he may be known as a Journey Mapping expert, his speaking presentations usually venture far beyond, hitting on the cutting edge of Customer Experience and Experience Management, tackling the important broader topics we all face.
- Jason Kapel, CCXP, Director of Customer Experience at Prudential Financial
Jim sees the world in a special way: through the eyes of customers. This lifelong passion for customer experience, and a thirst for knowledge, led him to found his innovative customer experience consultancy, Heart of the Customer, in 2013. In the years since, he has helped companies of all sizes boost revenue and reduce costs by increasing customer engagement.
Jim's authoritative book on journey mapping, How Hard Is It to Be Your Customer?, is a must-read for anyone who wants to reap the benefits of driving customer-focused change within their organization. Jim's proprietary journey mapping process - detailed in the book - set the bar for best practices in the industry and is widely emulated.
Bringing customers' experience to life through journeys is all about storytelling, and Jim is an expert. He honed his storytelling skills over decades, and uses them with audiences, who come away from his presentations feeling like it was time well-spent. He educates and motivates groups across a variety of business sectors through entertaining stories and relatable real-world examples, to convey compelling information in an easy-to-understand, engaging style.
Jim is a Certified Customer Experience Professional (CCXP), only the second in the world to earn the designation. (There are now more than 1,000 around the globe.) He also served as an adjunct instructor at the Carlson School of Management at the University of Minnesota, where he previously earned his master's in business administration. Prior to launching Heart of the Customer, Jim led customer engagement initiatives at Best Buy and UnitedHealth Group. He also writes Heart of the Customer's popular CX blog.
LiveHelpNow, SupportBee, Feedbackly, Influencer Marketing, and Capterra have all named Jim a customer experience influencer to follow.
As a Customer Experience professional, every time I hear Jim speak I learn something new and it re-inspires my passion for the work we do. I've had the fortunate opportunities to watch Jim speak on stages big and small over the past several years. I truly appreciate not just his forward thinking Customer Experience concepts he introduces, but the way he uses storytelling and real-life examples to help drive his message in a clear and concise way. I also appreciate his ability to engage the audience, and to pick that exact right level of engagement based on the room and situation. Finally, I appreciate that while he may be known as a Journey Mapping expert, his speaking presentations usually venture far beyond, hitting on the cutting edge of Customer Experience and Experience Management, tackling the important broader topics we all face.
- Jason Kapel, CCXP, Director of Customer Experience at Prudential Financial
Virtual Presentations
During the COVID-19 crisis and beyond, I can engage and entertain audiences of any size effectively online to deliver interesting, practical information that will improve the way your company does business.
Capabilities include high-quality equipment to broadcast my presentations, and moderation assistants to...
Win Customers for Life!
Are you creating a customer experience based on your company's needs or your customers'? Focusing on your customers is the way to go...but how do you get there?
This entertaining and informative presentation will show you how to create loyal, satisfied customers who will buy more, recommend you more, and even forgive you more when you make mistakes (which we all will, eventually).
Through real-world examples and engaging stories, your employees will learn...
Customer Experience Strategies for a Changed World
Very carefully. Your teams and your customers have been through a lot. But this crisis also presents an opportunity.
If you get it right, you can not only make up for lost time, you can position your organization to thrive in our "new normal."
The ways the pandemic has changed how we do business, and the hardships it has caused many of your...
Don't Make It Hard to Be Your Customer!
Organizations that are easy to work with earn customer loyalty, and the significant financial rewards that go with it. Learn how your company can become one of them!
We all know it costs more to find a new customer than keep an existing one, so now is the time to focus on delighting the customers you already have. They have shown that they want to do business with you - stop giving them reasons not to!
You'll come away from this...
Create an Amazing Customer Journey
Journeys are how your customers interact with your brand, where they form their opinions about what you have to offer, and when they decide whether you're worth doing business with. Yet 2/3 of companies fail to create a customer journey that leads to customer loyalty. Stop being one of them!
I will show your teams the best practices needed to break down silos and create an amazing customer journey effectively and intentionally.
This...
Solve for Silos (Workshop for Executives Only)
When your teams align on strategy, they work more efficiently and effectively, provide a better experience for customers, and are more motivated to achieve your business goals. We'll explore the factors preventing your organization's silos from aligning, and the best-practice ways to overcome those challenges.
You'll come away from this enlightening workshop tailored to leadership audiences with the tools and insight needed to build a differentiating...
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