Episode 31: Why Customer Experience Matters

Featuring Dan Gingiss, Customer Experience Coach | Author |
Podcaster


His 20-year career has consistently focused on delighting
customers. He has held leadership positions at three Fortune 300
companies – McDonald’s, Discover and Humana – in customer
experience, marketing, social media and customer service. He is
now an international keynote speaker and experience consultant.


Dan is the author of the book, Winning at Social Customer Care:
How Top Brands Create Engaging Experiences on Social Media, a
host of the Experience This! Show podcast and a regular
contributor to Forbes. He has been named one of the “Top 100
Digital Marketers of 2019” by both Brand24 and BuzzSumo and one
of the “Top Customer Service Influencers” by Fit Small Business.


Dan earned a B.A. from the University of Pennsylvania and an
M.B.A. from the Kellogg School of Management.


Episode quote:


“The customer experience encompasses every single interaction
that a customer has with your company… I believe that everyone
has a role in the customer experience, even if you’re not
directly customer-facing. Everyone’s in the business of customer
service.” – Dan Gingiss


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