Dan Gingiss
Customer Experience Expert
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Dan Gingiss
Biography
Dan Gingiss is an international keynote speaker and business coach who believes that a remarkable customer experience is your best competitive advantage. His 20-year professional career spanned multiple disciplines including customer experience, marketing, social media and customer service. He held leadership positions at McDonald’s, Discover and Humana.
Dan is the author of The Experience Maker: How To Create Remarkable Experiences That Your Customers Can’t Wait To Share and Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media. He also co-hosted the award-winning Experience This! podcast.
He earned a B.A. in psychology and communications from the University of Pennsylvania and an M.B.A. in marketing from the Kellogg School of Management at Northwestern University. Dan is also a licensed bartender, a pinball wizard, and he once delivered a pizza to Michael Jordan.
Dan Gingiss
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Dan Gingiss
Featured Keynote Programs
A Remarkable Customer Experience Is Your Biggest Competitive Advantage
Competition is tougher than ever these days. Competing on price is a losing game — just ask the two gas stations across the street from each other. And competing on product is getting harder and harder as almost everything can be copied — just ask your favorite ride-share company.
So what’s left? How can we stand out in a crowded marketplace that is constantly evolving?
In this fun and engaging keynote, customer experience speaker and former Fortune 500 executive Dan Gingiss will teach the audience how customer experience can be your company’s ultimate differentiator, creating a competitive advantage that cannot be copied.
Your business CAN compete on customer experience. When you create a remarkable experience for your customers, they become your best marketers and salespeople. The result is more customers, who spend more, are loyal longer, and recommend your company to others.
You’ll walk away from this keynote with the inspiration and the tools to go back to work and create a deeper connection with your customers. And Dan Gingiss doesn’t just talk about experience, he creates one for the audience, too!
Takeaways:
* Identify the types of experiences people share most often and why
* Apply an easy, 5-step framework for creating remarkable, shareable experiences
* Leverage examples from many other companies across industries that have been successful with these simple, practical, and inexpensive ideas.
Why Every Employee is in the Customer Experience Business
We all know that support staff are at the forefront of driving great customer experiences. But the one thing that customer-centric companies understand well is that great CX is not the job of customer-facing teams alone – everyone has an equal role to play.
This session will explore how all teams in your organization are in the “customer experience business,” and how driving such a culture forward is key to organizational success.
Your customers don’t care about your organizational chart or which department handles what. They look at your company as a single entity, and expect that everyone — from the front-line customer service agent to the legal department to the custodial staff — is focused on making their experience remarkable.
Takeaways:
* Learn how different teams such as marketing, finance, and legal shape the customer experience.
* Discover real-life examples of the impact of non-customer facing teams on the end customer.
* Realize how a company-wide commitment to CX improves customer loyalty.
Why It Pays To BELONG
The Intersection of Diversity, Inclusion & Customer Experience
How well do you really know your customers? In almost every business across every industry, customers have become more diverse than ever before.
Whether you know it or not, your customer base is diverse in almost every way imaginable: gender, race, sexual orientation, religion, political affiliation, family structure, existence of disabilities, and more. And the spending power is staggering:
* The LGBTQ+ community has $3.2 trillion in purchasing power. That’s “trillion” with a “T”.
* African American, Asian American, Native American and Hispanic consumers have a combined $4.9 trillion in purchasing power.
* One in four people in the United States have some form of disability, and the global purchasing power of people with disabilities is $8 trillion.
So how can businesses authentically engage with different communities to gain their loyalty and hard-earned dollars? By giving them a place to BELONG.
In this eye-opening and myth-busting keynote presentation, customer experience experts Dan Gingiss and Shonnah Hughes teach audiences why belonging matters and how it equates to business growth. They make the case that diversity, equity and inclusion (DEI) is more than just good hiring practices; it’s about building products and services with your diverse customer base in mind and being inclusive in your marketing.
Your audience will learn:
* What it means to BELONG and how to create it at your company.
* Specific examples of companies authentically embracing diverse customers.
* How diversity and inclusion leads to better products, improved customer experience, and higher profits.
Your audience will walk away inspired with actionable steps to create a deeper connection with ALL of your customers. And when you build it, they will come: communities that feel welcomed tell others and create word-of-mouth marketing – which is exactly what your audience will be doing after experiencing Dan and Shonnah live!
Co-Presented with Shonnah Hughes
Dan Gingiss
Featured Books
The Experience Maker: How to Create Remarkable Experiences That Your Customers Can't Wait to Share
by Dan Gingiss
Competition is tougher than ever these days and competing on price or product just doesn’t work as well anymore. So how can companies stand out in a crowded marketplace that is constantly evolving?
The answer is customer experience, and the best part about customer experience is that it’s delivered by human beings which are unique to a company. Named a Top Business Book of 2021 by Forbes, The Experience Maker helps managers and executives focus on customers who are already spending money with their company rather than spending more money on marketing new customers. In The Experience Maker, Dan Gingiss teaches that creating a remarkable experience for customers will ensure they become a company’s best marketers and salespeople. By learning from the successes of other companies and applying the proprietary WISER method (Witty, Immersive, Shareable, Extraordinary, Responsive), managers and executives learn to create remarkable experiences that their customers will want to talk about with friends, family, and social media followers.
Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media
by Dan Gingiss
This is the kind of book that you don’t read once; you read it forever.—Jay Baer, president of Convince and Convert and author of Hug Your Haters: How to Embrace Complaints and Keep Your Customers
Social media has changed customer service forever. It has shifted power from brands to consumers, requiring a different way of thinking about customer engagement.
Dan Gingiss has interviewed dozens of business leaders on his podcast, Focus on Customer Service. From those conversations and his own real-world experience at multiple Fortune 300 companies, Gingiss has developed a series of best practices called “8 Steps to Winning at Social Customer Care.”
Learn how to:
- navigate social media’s growing role in the overall customer experience
- develop your own Social Customer Care Philosophy
- decide which technology provider fits with your company
- recruit and train a stellar team of social customer service agents
- establish a scalable process, including crisis management and proactive customer service
- integrate Social Customer Care with the rest of your business
Gingiss gives you an invaluable glimpse at how top brands are “winning” at customer service in social media, and provides the tools for you to do the same at your company.