151: Stand Out from the Competition - Your Guide to Create and Deliver Remarkable Experiences with Dan Gingiss
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Dan Gingiss) is an international keynote speaker and customer experience coach who believes that a remarkable customer experience is your best marketing strategy. 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), which was released in September 2021. And he's also the author of Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media). He also hosts the “Experience This!”) show podcast and “The Experience Maker Show.”)

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.

Questions

• Could you share a little bit about your journey? How it is that you got to where you are today?
• Could you share with our listeners, Dan, a little bit about this book, maybe share with us maybe three to four pillars that the book is built on? And why a company would need a tool like this to enhance our customer experience?
• Could you maybe give us one or two examples of maybe companies that you know, that have demonstrated an immersive experience?
• You mentioned that word of mouth is the best type of advertising for any business. How can we get our customers to the point where they want to share their experiences with us and it's not just a mere experience?
• Have you found that customers expectations have changed somewhat, since the pandemic? Do you find that they're more sensitive to customer experiences, their expectations are higher? What has your experience been as a customer experience specialist in this area?
• In this whole digital transformation space that companies are going through, how do you think we can re humanize the customer experience, even though we're using digital to support that whole transition and make things easier for customers?
• Can you share with us what's the one online resource, tool, website or app that you absolutely can't live without in your business?
• Can you also share with us maybe one or two books that have had the biggest impact on you? It could be a book that you read a very long time ago, or even one that you read recently, but it still had a great impact on you.
• Can you also share with us what's the one thing that's going on in your life right now, something that you're really excited about? It could be something you're working on to develop yourself or your people.
• Where can listeners find you online?
• Do you have a quote or a saying that during times of adversity or challenge, you’ll tend to revert to this quote; it kind of helps to keep you on track or get you refocus if for any reason you got derailed.

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Highlights

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Dan’s Journey

Dan shared that he started out in a marketing role right after college, even though he had never taken a marketing class; he was a psychology and communications, undergraduate major. And he realized once he gets into marketing, that's basical