The B2B Experiences you Create are Rooted in Emotion: CX Expert, Jim Tincher

B2B isn't just all about logic – it's also about emotion! Author and CX Expert Jim Tincher drops some seriously eye-opening knowledge on building trust, connection, and ease of doing business for major results. He reveals how to create moments of genuine delight in your B2B experiences to drive long-term success. Tune in to the CX & Culture Connection Podcast hosted by Matt Egol for the full scoop here https://youtu.be/gjs0-YEE4q4 #B2Bexperience #CX #B2Bbranding #brandingexpert #customerexperience 0:00 – Preview of Episode 0:14 – Intro of Guest Jim Tincher 0:41 – Emotional north star and why is focusing on emotions important even for B2B companies 2:52 – Understanding what drive trust, connections, and business’ doing 5:38 – Differences between pain points and love points 8:17 – Understanding the Peaks and Valleys 12:05 – Bringing All the Pieces Together 16:06 – Building Enjoyable Experiences 21:08 – Building relationship with finance and data science 25:18 – The CX and Culture Connection book by Matt Egol 27:21 – Human-to-human interaction 30:41 – Leadership behaviors that CX leaders must do 32:56 – Customer listening 34:52 – Customer experience 35:52 – Closing and guest contact details 📌Podcast Website: https://www.cxandcultureconnection.com 📌Linkedin Personal: https://www.linkedin.com/in/matthewegol/ 📌Linkedin Business: https://www.linkedin.com/company/journeysparkconsulting/ 📌Website: https://www.journeysparkconsulting.com/ 📌Facebook: https://www.facebook.com/profile.php?id=100094736604400 📌Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM 📌Amazon Podcast: https://music.amazon.com/podcasts/75160650-c68a-4fa8-9ddc-3429d94bd02e/the-cx-and-culture-connection-podcast-with-host-matt-egol-of-journeyspark-consultants 📌Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9lNjJiZGM5OC9wb2RjYXN0L3Jzcw 📌IHeartRadio: https://www.iheart.com/podcast/269-the-cx-and-culture-connect-120241285/ 📌RadioPublic: https://radiopublic.com/the-cx-and-culture-connection-pod-Ww1eeX More about Matt Egol and JourneySpark Consulting: Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark Consulting A partner at PwC Strategy for more than 15 years, Matt is a recognized thought leader in the experience management space. Matt has worked across a broad set of industries, from retail to consumer goods to healthcare to financial services to technology to industrials. Matt helps companies enhance their organizational effectiveness and build capabilities that fuse human-centered design with analytics, evolving their culture to be more customer-driven. Matt is a regular speaker and author on customer experience, enterprise agility, and culture topics. He has authored more than 25 articles in leading publications and is a subject matter expert with MMA Global. Matt graduated magna cum laude from Dartmouth and received his MBA from Columbia, where he received the Abe Shuchman Memorial Award in marketing. Matt launched JourneySpark Consulting to work closely with CX leaders to help shape their vision, build and develop their teams, and evolve their cultures. #cx #culture #marketing #business #trends #customer #strategy #journeyspark #propensity