An Emotional Approach to Customer Retention with Jim Tincher, CEO of Heart of the Customer

Retain: The Customer Retention Podcast

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 engagement initiatives at Best Buy, Jim was the second person in the world to receive a Certified Customer Experience Professionals (CCXP) designation. All of this experience led Jim to publish his most recent book, Do B2B Better: Drive Growth through Game-Changing Customer Experience, which is considered a must-read within the industry.

In the episode, Lauren and Jim discuss the difference between the 'changemakers' and the 'hopefuls' in marketing, why an emotional approach to customer retention is so effective, and why businesses have changed their viewpoint on customer experience.

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Retain: The Customer Retention Podcast is handcrafted by our friends over at: fame.so
Previous guests include: Dave Kerpen, Shep Hyken, Joey Coleman, Dan Gingiss, Brittany Hodak, Ron Kaufman and Jim Tincher.
Check out the three most downloaded episodes:

• Why You NEED to Pay Attention to Retention with Joey Coleman, Chief Experience Composer at Design Symphony
• Mastering Customer Experience: The Art of Being There with Dan Gingiss, The Experience Maker
• The Game Plan: Demystifying Gamification with Moe Ash, Founder of The Catalyst

If you are interested in being a guest on Retain: The Customer Retention Podcast, please complete this form: fame.so/gmb-guest