# Jim Tincher
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Top podcast episodes featuring jim tincher.
Customer Experience Expert: Why Emotions Are Important, Changemakers Vs. Hopefuls & You Need To Meet Your Customers
In this Greatest Hits episode, Lauren is joined by customer experience expert, Jim Tincher. Jim is the Founder and CEO of Heart of the Customer, a customer experience consulting firm which seeks to map out customer journeys in order to increase engagement and loyalty. As well as leading customer en…
Shopify Expert: Why You Need To Personalize, When To Solve Problems & How To Be Agile
In this Greatest Hits episode, Lauren is accompanied by Cole Atkinson. Cole is a Senior Product Manager at Shopify, a leading global commerce company, providing trusted tools to start, grow, market, and manage a retail business of any size, making it easier for everyone involved. Previously, he wo…
Customer Experience Genius: Eight Phases of Customer Emotions, Pay Attention To Retention & Turn Customers Into Advocates
In this Greatest Hits episode, Lauren welcomes customer experience expert Joey Coleman to the podcast. Joey is the Chief Experience Composer for Design Symphony, a customer experience consultancy that helps companies create memorable and lasting experiences for their customers. He is also the autho…
Gamification Expert: What’s New in Gamification, The Dark Side of Gamification & Are We Suffering From Gamification Fatigue?
In this special episode of Retain: The Customer Retention Podcast, Moe Ash, Founder and Learning Architect at The Catalyst, returns to the show. Last year, Moe joined Retain for a gamification special. Since it was so well received, we’re doing it all over again. This time, we’re asking Moe, what’s…
Thank You, Retain Listeners! Share Your Thoughts for the Next Chapter
In this special episode of Retain: The Customer Retention Podcast, host Lauren DeSouza shares an important update with our loyal listeners. As we approach our two-year anniversary, the team is taking a well-deserved seasonal break to recharge and prepare for an exciting return in 2025.But before we…
The B2B Journey Map: An Interview with Jim Tincher, President, Heart of the Customer
B2B companies tend to be laggards when it comes to delivering a superior customer experience, focused more on selling than servicing. But as a result of digital disruption, they have finally begun to embrace the need for a better post-sale journey, according to Jim Tincher, a leading expert in B2B…
The B2B Experiences you Create are Rooted in Emotion: CX Expert, Jim Tincher
B2B isn't just all about logic – it's also about emotion!
Author and CX Expert Jim Tincher drops some seriously eye-opening knowledge on building trust, connection, and ease of doing business for major results. He reveals how to create moments of genuine delight in your B2B experiences to drive l…
Episode 24 - Jim Tincher - Delta Communications Experience
Holiday travel is stressful enough. For Jim, Delta’s communication made it worse.
He only learned his first flight was cancelled five minutes after boarding was supposed to start—even though the plane had never left its previous destination.
Then, on his rescheduled flight, passengers were told a…
Unlock the Growth Hidden in Your Best Customers with Jim Tincher
This episode explores how customer experience can drive real business growth, not just satisfaction. Jim Tincher shares insights from over 800 B2B interviews, practical frameworks like the LEAD model, and real-world examples from companies like Dow. Learn actionable steps to unlock growth hidden in…
S1Ep291 Customer Experience Growth Laws with Jim Tincher
Customer experience has long been recognized as an important part of running a successful business. Companies invest heavily in customer service training, satisfaction surveys, loyalty programs, and performance metrics, all with the expectation that happier customers will naturally lead to greater …
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