Heart of the Customer

Go the extra mile to ensure you're not making these common journey mapping mistakes that can doom your project from the start. #cx #customerexperience ow.ly/yggr50HyLBX

It's not all puppies and roses for CX pros. Here are some little-discussed frustrations many deal with every day. Tell us about those we missed! #customerexperience #cx #workplace

We all know things can go wrong. It's how you handle those moments that leaves a lasting impression on customers. Be proactive, not reactive, to minimize friction. ow.ly/eMtZ50HyJRV

A lot of thorny CX issues can get lost in a big-picture overview. Take a closer look - from the customer's perspective! - to understand what's really going on. #cx #customerexperience ow.ly/tTG850HyL86

Heart of the Customer Founder and CEO @jimtincher questions a practice that's become almost a given in CX: Creating a CX vision as one of the first steps in building a CX program. Is it really a must? #customerexperience #cx #cxvision #customersuccess heartofthecustomer.com/do-you-need-a-…

Customer journey mapping is an essential part of CX strategies. Learn how to make your customer journey mapping initiative a success with these five questions you need to answer. heartofthecustomer.com/five-questions…

When you can't fulfill orders for your B2B customers, things can get complicated quickly...with snowballing consequences for everyone involved. These tips can stop a bad situation from turning disastrous. #cx #customerexperience ow.ly/jocR50HyKw5

Why is it so important to identify Moments of Truth in your customer journeys? Because these key interactions have a disproportionate impact on the customer's perception of the journey overall. #cx #cxtip #momentsoftruth #businessimpact #journeymapping

The inability of most organizations to measure the customer experience leads them to miss what most matters for customers. Combine empathy with organizational data to impact outcomes for customers and the business! #cx #customerexperience #customerjourney ow.ly/AA1250IoRY4

Your idea of a "great" customer experience might not match your customer's, and that can lead to costly mistakes. Talk to customers to ascertain their wants and needs...then wow them! #cx #customerexperience #surveys heartofthecustomer.com/can-meet-custo…

Learn how and why to prioritize your CX initiatives to ensure that you drive action that yields better outcomes for customers and the business...and can demonstrate it! #cx #journeymapping #customerexperience ow.ly/7AwX50IlvtL

Change management is where most CX programs falter, because they fail to follow a deliberate change management process. A new book offers a framework that can help. #cx #customerexperience #changemanagement #genesys #empathyinaction ow.ly/ZNE050Ivmw0

CX is heading in an exciting direction, with technology enabling the creation of ever more personalized journeys. Don't get left behind! ow.ly/HTVs50HyJtB

Relying on surveys to identify what steps you need to take to improve the customer experience is likely to send you off in the wrong direction. Look at the data for a fuller understanding. #cx #customerexperience #customerjourney #surveys #customerdata ow.ly/wu6f50I31ck

Work the problem backward, then find the answer by working forward. Jim's simple equation can help you resolve complicated CX issues. #cx #customerexperience ow.ly/VTqh50HyKM3

Do #B2B Better is the result of 200+ hours of interviews with #CX leaders, a survey with hundreds more, & days of shadowing top-notch CX programs. We know you'll learn a lot, but don't just take our word for it! Hear what other industry leaders are saying about Do B2B Better.

Go the extra mile to ensure you're not making these common journey mapping mistakes that can doom your project from the start. #cx #customerexperience ow.ly/yggr50HyLBX

Based upon the upcoming book, the Do B2B Better 2022 Conference is your chance to learn first-hand from the #CX practitioners who are revolutionizing B2B CX. Trust us—you don't want to miss this lineup of 7 CX #ChangeMakers who will take the stage on October 18th. Register today!

Customer journey mapping is an essential part of CX strategies. Learn how to make your customer journey mapping initiative a success with these five questions you need to answer. heartofthecustomer.com/five-questions…

Do #B2B Better is the result of 200+ hours of interviews with #CX leaders, a survey with hundreds more, & days of shadowing top-notch CX programs. We know you'll learn a lot, but don't just take our word for it! Hear what other industry leaders are saying about Do B2B Better.