{"id":39785,"date":"2020-01-15T00:00:00","date_gmt":"2020-01-15T08:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/enhancing-the-customer-experience-interview-with-jim-tincher\/"},"modified":"2025-03-13T06:45:10","modified_gmt":"2025-03-13T13:45:10","slug":"enhancing-the-customer-experience-interview-with-jim-tincher","status":"publish","type":"post","link":"\/us\/en\/blog\/enhancing-the-customer-experience-interview-with-jim-tincher\/","title":{"rendered":"Enhancing the customer experience \u2013 interview with Jim Tincher"},"content":{"rendered":"

Jim Tincher<\/span><\/a> (CCXP) is a recognized CX expert with a passion for customer experience, so much so that he founded <\/span>Heart of the Customer<\/span><\/a>, a cutting-edge CX consultancy, helping<\/span> companies of all sizes <\/b>improve their customer experience. Before launching the company, Jim led customer engagement initiatives at companies such as Best Buy, where he used <\/span>Voice of the<\/b> Customer research to identify and meet the needs<\/b> of companies and clients.<\/span><\/p>\n

During our discussion, Jim offers advice to readers on how to brainstorm the development of new products, enhance customer service, and foster customer loyalty.<\/span><\/p>\n

Can you introduce yourself and tell us about your background?<\/span><\/h2>\n

I had a background in small business before leading customer engagement<\/a> initiatives at Best Buy, UnitedHealth Group, and other large companies. From the beginning, I always believed that <\/span>a company should be customer-obsessed<\/b>.\u00a0<\/span><\/p>\n

As I moved into Fortune 100 companies, I learned there were other models and found it incomprehensible that nobody in my product development or marketing group had ever met a client. So, as a result, we were only building the products <\/span>we<\/span><\/i> wanted to buy. It made me question the process: <\/span>‘How can we build great products if we don’t spend any time with customers?’ <\/b>So<\/span> even when we were the leader in sales, we were also the leader in the number of customers canceling their accounts. Because we were building the products, <\/span>we <\/b>wanted to buy, instead of what our customers wanted.<\/span><\/p>\n

From there, I got into Customer Experience by trying to bring that Voice of the Customer in to drive action. I was able to bring in many learnings from that and got my passion fired up. I did some consulting after that, and six years ago started Heart of the Customer, focusing on the Voice of the Customer and driving customer-focused action.<\/span><\/p>\n

\"\"<\/p>\n

You are a big advocate of CX and journey mapping. For companies, what are the barriers to these areas that can be improved?<\/span><\/h2>\n

Barriers would include, for example, taking the time to do it right. <\/span>Many companies don’t take the time to slow down and talk to customers<\/b>. A lot of them say they are too busy to speak to customers. And that is how they lose them. But here are three points to consider to change that:<\/span><\/p>\n