Creating an Enjoyable Complaints Journey in Manufacturing with Jim Tincher

<p><strong>Connect with Jim Tincher:</strong></p><p>Website: www.heartofthecustomer.com. </p><p>Email: Jim@heartofthecustomer.com</p><p>LinkedIn: https://www.linkedin.com/in/jimtincher/</p><p><strong>Lisa Ryan:&nbsp;</strong>Hey, it's Lisa Ryan. Welcome to the Manufacturer's Network podcast. I'm excited to introduce you today to Jim Tincher. Jim sees the world through the eyes of the customers. He's a nationally recognized customer experience expert, keynote speaker, and the author of DO b2b: Drive growth through game-changing customer experience. His firm builds loyalty and B2B organizations and works with multiple global manufacturing organizations. Jim, welcome to the show.</p><p><strong>Jim Tincher:</strong>&nbsp;Thanks, Lisa. It's great to be here.</p><p><strong>Lisa Ryan:&nbsp;</strong>Jim, please share a little about your background and what led you to do what you're doing.</p><p><strong>Jim Tincher:</strong>&nbsp;Sure. I've always been a customer and am very interested in that. In my first job out of college, I worked for a high-resolution laser printer manufacturing organization. During my first summer, I was going to visit my girlfriend, now wife, out in Connecticut. So I wanted to see a customer while I was there, just for whatever reason in part of it.</p><p>It's always been a customer focus, but over time I recognized that the field of customer experience is where I gravitate towards. I didn't connect to the business, and that was my case. Once, I worked with a B2B to C organization, and it was all about the customer. I noticed that my internal colleagues needed to be resonating with them because I only talked about customers.</p><p>I never connected it to the business. Since that time, 12 years ago, I've been focused on making that connection to how helping improve the customer experience creates a more substantial company. I'm especially intrigued with b2b, which is far more complex and richer than B2C. But nobody ever writes about it.</p><p>They all write about Amazon. They write about Best Buy, w