Today’s interview is with Jim Tincher, Founder and Mapper in Chief of journey mapping and customer experience consulting firm, Heart of the Customer (HoC) as well as an author. Jim joins me today to talk about his new book, Do B2B Better: Drive Growth Through Game-Changing Customer Experience, what gets in the way of organisations building a differentiated customer experience and what it takes to be a B2B change maker.

This interview follows on from my recent interview – Treat your customers well and your employees better – Interview with Liza Smyth of Formstack – and is number 446 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

NOTE: A big thank you goes out to the folks at Zoho for sponsoring my podcast this month and particularly the team at Zoho Desk.

Zoho Desk is trusted by over 50,000 businesses around the world to elevate their customer service and the team over there recently asked me to write a whitepaper for them that explores How focusing on employee happiness and customer success can drive business results.

The whitepaper is called: The Killer Combination: Customer success, happiness and the right technology.

Do check it out by following this link.