Jim Tincher, CCXP

Heart of the Customer founder and nationally recognized customer experience expert, journey mapper, speaker, author, and entrepreneur.

[Jim Tincher, CCXP @jimtincher]

@lufthansa and @Icelandair, I flew from Minneapolis on Icelandair, then was rerouted to Frankfurt, then flew Lufthansa to Zurich. Icelandair says talk to Lufthansa, and this is what Lafthansa said. What do I do?

[Jim Tincher, CCXP @jimtincher]

A game-changing #CX strategy for #B2B companies is finally here! Pre-order my new book, #DoB2BBetter and get launch team membership—including all these #free bonus gifts! To redeem this limited-time offer, just fill out the form at: https://t.co/Lc1AahNhB0

[MyCustomer @MyCustomer]

Is experience a key ingredient of great CX leadership? Malcolm Gladwell said that to be successful in a domain, you need 10k hours of practice. But not for successful customer experience leadership, says @jimtincher. #custexp
https://t.co/m29YCCFacn

[Jim Tincher, CCXP @jimtincher]

We all heard about the @AmericanAir pilot with the Let's Go Brandon sticker on his luggage. That didn't bother me, because it was his personal gear. But today, my flight attendant had a Trump Pence pin on WHILE servicing passengers.

Not a great customer experience. 1

[Jim Tincher, CCXP @jimtincher]

@mishbatt @seatoncx We'll see you soon!

[Jim Tincher, CCXP @jimtincher]

Follow the Chain of CX Value to Drive Impact https://t.co/0lAfcW1rP7

[Jim Tincher, CCXP @jimtincher]

Backorder Issues: The High Cost of Reduced Inventory https://t.co/gTT7pPYSZZ

[Jim Tincher, CCXP @jimtincher]

Six Ways to Show B2B CX Value https://t.co/eXtcAvmVxq

[Jim Tincher, CCXP @jimtincher]

Interview: Kate Nightingale of Style Psychology https://t.co/n15CJuVmdu

[Jim Tincher, CCXP @jimtincher]

Turn Your Dashboards Up to 11 https://t.co/rG4xA8Jnb0

[Jim Tincher, CCXP @jimtincher]

One Size Fits All? Not for Metrics! https://t.co/6B1jcJ0dvJ

[Jim Tincher, CCXP @jimtincher]

Don’t Leave Your Customers in the Dark! https://t.co/F3zpZ09Uus

[Jim Tincher, CCXP @jimtincher]

Interview: Creating a Clean Experience https://t.co/vCxU86Vye8

[Jim Tincher, CCXP @jimtincher]

@scottdraeger @CXPA_Assoc @heartofcustomer Thanks, Scott!

[Jim Tincher, CCXP @jimtincher]

Learn From West Elm’s Missed Opportunity https://t.co/iN43ftdHf8

[Jim Tincher, CCXP @jimtincher]

The Truth About Moments of Truth https://t.co/8JD4FYGGqp

[Jim Tincher, CCXP @jimtincher]

Rich Emotions Can Overcome Poor Quality https://t.co/XYUTSq5vCH

[Jim Tincher, CCXP @jimtincher]

Fun Read/Flawed Approach (Book Review) https://t.co/8SVtDxfjdl

[Randy Rainbow @RandyRainbow]

I’d like to announce that I’ll be calling 2021 “2020” until she gets her shit together.

[Fast Company @FastCompany]

Donald Trump must be held responsible for inciting today’s terrorism https://t.co/QnLN1FssrT