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The Interview with Jim Tincher:


“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:
  1. What is journey mapping?
  2. Why should I create a journey map?
  3. How do I create a journey map?
  4. How should I use customer feedback?
  5. How do I improve my customer service and experience?

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