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How Hard Is It to Be Your Customer? Launch Party

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New Rules - Shared Workspace & Event Venue

2015 Lowry Avenue North

Minneapolis, MN 55411

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Heart of the Customer is celebrating the launch of the new journey mapping book by company heads Jim and Nicole

About this Event

Heart of the Customer is celebrating! Organization leaders Jim Tincher and Nicole Newton, have just published their authoritative new book about journey mapping, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change. We're hosting a launch party with our awesome co-sponsor Medallia to mark the occasion and we'd love to see you there.

The evening reception will include food and drinks, and programming from Heart of the Customer and our sponsor, Medallia. Authors Jim and Nicole will be speaking and signing copies of their book.

About the Book

Learn how to create journey maps that actually get results.

Nearly two out of three journey maps fail to drive customer-focused change. Find out how to make your initiative successful and avoid the pitfalls that doom so many others, with this authoritative new book, currently available for pre-order (due May 2019).

With insights from dozens of CX pros, extensive research, and real-world case studies, How Hard Is It to Be Your Customer will help you understand why some maps drive action - leading to an improved customer experience, greater customer loyalty, and impressive ROI - while others gather dust on a shelf.

Reviews Are Already Streaming In

Journey mapping is…often misunderstood or taken as a single tactic. Jim and Nicole connect both culture and action in this smart new book. — Jeanne Bliss, co-founder of the Customer Experience Professional’s Association, and author of Would You Do That to Your Mother?

Tincher and Newton teach you to see the world through the customer’s eyes to then learn how to make journeys more relevant, personal, and unforgettable. — Brian Solis, author of X: The Experience When Business Meets Design

To deliver the best customer experience, you must know everything your customers experience, and that starts with creating a customer journey map. It’s not an option – it’s a must-do. And this is the must-read book for helping you make that happen. — Shep Hyken, customer service expert and New York Times bestselling author of The Amazement Revolution

About Jim

Before launching the Heart of the Customer, CEO and Mapper-in-Chief Jim Tincher led customer engagement initiatives at Best Buy, Gallup and UnitedHealth Group. Over decades, he has become an expert in using voice of the customer research to identify unmet needs, develop new products, and improve customer service. The processes and journey maps he’s developed set the bar for best practices and are emulated throughout the industry. Jim is a Certified Customer Experience Professional(CCXP), and an experienced trainer and journey mapping keynote speaker who frequently hosts workshops and addresses organizations nationwide.

About Nicole

Nicole has worked with Heart of the Customer for the past three years and is a Customer Experience Practice Lead specializing in B2B organizations. Her work focuses on customer loyalty and retention, new product development, product and usability improvements, and identification of growth opportunities. Previously, she built and ran customer experience and marketing research functions within a Fortune 500 organization. She is a CCXP and RIVA-certified focus group facilitator, and holds a Bachelor of Science in economics from the University of Minnesota and a Master of Business Administration from Fordham University.

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Date and Time

Location

New Rules - Shared Workspace & Event Venue

2015 Lowry Avenue North

Minneapolis, MN 55411

View Map

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