Jim Tincher : How Can You Measure the Emotional Effectiveness of Your CX Strategy

Joining me on the show for the second time now is Jim Tincher.

Jim is a nationally recognized customer experience expert, journey mapper, trainer, speaker, and author. 

He sees the world through the eyes of customers, and draws on years of experience, cutting-edge scientific research, and real-world success stories to help audiences understand how to win over customers. 

To listen to our previous interview, feel free to listen to episode 31; Determining the Killer Metrics for Your CX Initiative with Jim Tincher 

Below are some of the main topics Jim and I discuss on today’s episode. 

• Changemakers. Who they are and why they tend to focus on value.
• The North Star Emotion. Designing products and services so that they bring out one emotion instead of multiple emotions. 
• Deliberate change management. How to get everyone on the same page in an organizational setting.   
• Leveraging data and technology. 
• Predictive Value Chains. -  Promoter Scores and how it improves retention. 
• The link between promoter scores and emotions; Why and how emotions predict future Promoter Scores. 
• How to design an experience for the right emotion. 
• Using your North star emotion to gain competitive advantage in business. 

Connect with Jim

Website - https://heartofthecustomer.com/ 

LinkedIn - https://www.linkedin.com/in/jimtincher/  

Email - Jim@heartofthecustomer.com/ 

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scienceofcx@gmail.com

steve@scienceofcx.com