#029 Dan Gingiss | The Customer Experience Is Your Brand

Dan Gingiss is a social media consultant, Forbes contributor and an acclaimed keynote speaker. He has spent the last two decades helping numerous companies—from McDonald’s to Discover—optimize the service experience they provide customers with and, more recently, their social media engagement. Dan is the author of Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media, and co-hosts the customer experience podcast Experience This! with Joey Coleman.

In this episode, Dan impresses the importance of social media engagement, describes how he went from corporate to entrepreneurial work, and discusses some of the best customer service experiences other brands have treated him to.

The Finer Details of This Episode:

• Why putting yourself in your customer’s shoes is essential for creating a good website experience.
• How effective social media interaction can turn complaining customers into big-time advocates for your brand.
• It doesn’t matter how big or small your company is, there are always ways to engage with your customers.
• The key areas business owners should work on to improve their customer relations right now.
• Why crafting the best possible customer service experience became one of Dan’s biggest passions.
• How Dan transitioned from full-time corporate work to his current social media consulting career.
• The reason customer relationships make branding more important than selling in the long run of your company’s success.
• Why Dan feels targeted advertising makes far better use of your time and money than mass reach.
• Dan relates two memorable times when brands went above and beyond to deliver the best possible customer experiences. 

Quotes:

“What social [media] did to change the game is it gave the consumer a voice to say ‘No, I don’t want to hear that. Here’s what I want to hear instead’.”

“You can’t just have a megaphone in social media. You’ve got to make it a two-way conversation.”

“Put yourself in your customer’s shoes and deliver to them what they want.”

“Every time you’re asking your customer to click twice, figure out how to have them click once.”

“You don’t have to be everywhere. You only have to be where your customers are.”

“No other company has the human beings that you have who are creating that experience.”

“You can have a personal brand and a professional brand at the same time, and they can be related but not the same.

Mentions:

Chewy, Hyatt, 

Guest Links:

Dan’s homepage - https://www.dangingiss.com/

Experience This! Podcast - https://www.dangingiss.com/podcast

Dan on Twitter - https://twitter.com/dgingiss

Visit Brandon’s website at www.BrandsOnBrandsOnBrands.com

Join the Brand Growth Community on Facebook at www.brandonbrands.com/community

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