Excellent customer service is one of the primary competitive differentiators between good companies and great companies in the digital age. Customers today are more intelligent than ever and can be hard to satisfy due to the abundance of tools, products, services, and brands at their disposal. As the marketing ecosystem continues to evolve, it is no secret that brands that win are much more likely to create unique and specific digital experiences for consumers using the appropriate channels and leveraging the right data and technology.
Here to talk about what excellent customer experience looks like in the digital age and some key steps that marketers can take to win at social customer care are Dan Gingiss.
Dan Gingiss’s 20-year career has consistently focused on delighting customers, spanning multiple disciplines including customer experience, marketing, social media and customer service. He has held leadership positions at three Fortune 300 companies including Discover, Humana and McDonald’s. He is also an international keynote speaker who believes that remarkable customer experience can be your best marketing.
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 to several notable industry lists, including: “Top Customer Service Influencers of 2018” by Fit Small Business and “50 Social Media Marketing Influencers to Follow” by TopRank Marketing.
Dan 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. He is a lifelong Chicago Cubs fan, a licensed bartender and a pinball wizard.