Voices of CX Podcast: What Makes a Remarkable, Shareable Customer Experience? Dan Gingiss - S8E5

On this week's episode, Dan Gingiss joined the Voices of CX Podcast to promote his new book, The Experience Maker: How to Create Remarkable Experiences That Your Customers Can’t Wait to Share. Customers are more than eager to share bad experiences - in fact, companies have trained them for it, whether they meant to or not. So, what does it take to get them to share the remarkable ones?

🟠About Dan Gingiss
For 20+ years, Dan led marketing teams in nearly every marketing channel — from direct mail to email to social media. He also served in multiple customer service and customer experience leadership roles. Dan combines his professional experience at brands like Discover, McDonald’s and Humana with tons of real-life examples from B2C and B2B companies of all sizes to recommend actionable, profitable CX solutions.

Many customer experience speakers and consultants have never actually experienced life “in the trenches” at a company. Dan understands those dynamics and challenges and provides unique credibility, including leading a team that won the J.D. Power Award for Customer Satisfaction.

Dan is a sought-after commentator on all things marketing, social media, customer experience and customer service. His Fortune 300 professional experience and independent client work have equipped him with the knowledge and insights to educate others in the field.

🟠Connect with Dan Gingiss
Follow Dan Gingiss on LinkedIn:   / dangingiss  
Follow Dan Gingiss on Twitter @dgingiss

Get Dan’s new book, The Experience Maker: How to Create Remarkable Experiences That Your Customers Can’t Wait to Share wherever fine books are sold (or, you know, Amazon): https://amzn.to/39F9Ykv

🎙Episode Highlight:
Dan Gingiss: I'm now a believer that customer experience does not have to be this multi-year multi-million dollar gigantic transformation, because that sounds scary. And it sounds expensive and time-consuming.

I think customer experience is best handled as a series of little things and it is getting rid of the pain points because we do this to our customers. We create pain points, we stand in their way, we create frustrations, we make things more complex than they need to be.

So there's a lot of work to be done there. And then there's a lot of opportunities to create experiences where they don't exist. In one of the concepts in the book is about moving from ordinary to extraordinary, which isn't about a private fireworks show in a Beyonce concert, that would be extraordinary, but would also be quite expensive.

It's about figuring out where are we doing things that everyone else is doing the exact same thing and how can we do it different and better.

🟠Would you like to read the full interview? Access the transcript on our blog at https://bit.ly/3mcNn4I

🟠Check out the other seasons of Worthix's Voices of CX Podcast
🟧Voices of Cx Podcast 1: https://bit.ly/VoCXs1
🟧Voices of Cx Podcast 2: https://bit.ly/VoCXs2
🟧Voices of Cx Podcast 3: https://bit.ly/VoCXs3
🟧Voices of Cx Podcast 4: https://bit.ly/VoCXs4
🟧Voices of Cx Podcast 5: https://bit.ly/VoCXs5
🟧Voices of Cx Podcast 6: https://bit.ly/VoCXs6
🟧Voices of Cx Podcast 7: https://bit.ly/VoCXs7

🟠Connect with the Voices of CX
Follow Worthix on LinkedIn   / worthix  
And Follow Worthix on Twitter: @worthix

Follow Mary Drumond on LinkedIn   / marydrumond  
And Follow Mary Drumond on Twitter: @drumondmary

🟠About Voices of CX Podcast
The Voices of CX Podcast is a podcast that covers all things business strategies, customer decision insight, empathetic leadership practices, and tips for sustainable profitability. With a little bit of geeking out on behavioral science, A.I. and other innovation sprinkled in here and there. The guests span multiple industries, but all of them have years of experience to bring to the table.

📩Got something to say about CX or want to be featured on the show? Let us know! Email the Producer ([email protected]).

#VoicesofCX #CXPodcast #CustomerExperience