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. 

To find out how you can turn visitors and occasional buyers into loyal, life-time customers, head to Gameball.