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