Understanding the key motivators behind what turns customers into loyal advocates

In this episode we spoke with Jim Tincher,  best selling author and founder of Heart of the Customer.

Jim discussed how identifying and nurturing your biggest brand fans will ultimately drive sustainable, organic growth for your business. 

During our chat, Jim also revealed how brands can harness data to create experiences that delights their customers and ultimately turns more into loyal advocates. 

About Jim

Jim sees the world in a special way: through the eyes of customers. This lifelong passion for customer experience (CX), and a thirst for knowledge, led him to found his journey mapping and customer experience consulting firm, Heart of the Customer (HoC). HoC’s journey maps and proprietary processes set the bar for best practices and are emulated throughout the industry.

Prior to launching the company, Jim led customer engagement initiatives at Best Buy and United Health Group. Over decades, he has honed his expertise, continually finding new ways to harness the voice of the customer to identify unmet needs, develop new products, and improve customer service.

As an experienced customer experience keynote speaker, Jim frequently hosts workshops and addresses organizations across a variety of business sectors. He is the author of Do B2B Better and co-author of How Hard Is It to Be Your Customer?, and he also writes Heart of the Customer’s popular CX blog.