Shep Hyken interviews Jim Tincher. They discuss journey mapping and how it can be used to improve both the employee experience and the customer experience.
“The best way to destroy a customer relationship is to ask for feedback and do nothing with it.” – Jim Tincher
“You can’t create a great customer experience if you have a terrible employee experience.” – Jim Tincher
“You can spend all your time focusing on the customers, but if you don’t enable (empower) your employees to create a great customer experience, it’s going to be a long road.” – Jim Tincher
Jim Tincher is the founder and Mapper-In-Chief at Heart of the Customer. He co-authored the recent book How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
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