Podcast appearances and mentions of dan gingiss

Re-release time! We are re-sharing some of our BEST shows that a.) New listeners just have to hear and b.) Long-time listeners can benefit from hearing again. This one with Dan is one of those."Feedback is a gift and as long as you're willing to take it."--In this episode, we welcome the always insightful and delightful (and newly minted Certified Speaking Professional) Dan Gingiss, CSP, to discuss the powerful intersection of customer experience and marketing. Dan dives into how exceptional customer experiences can serve as the best marketing tool for businesses.Learn About...- The Essence of Customer Experience: Discover how customer experience encompasses every interaction a customer has with a brand, and why feelings play a crucial role in shaping perceptions.- Customer Service vs. Customer Experience: Understand the difference between customer service and customer experience, and how effective service can enhance overall brand loyalty.- The Impact of Social Media: Explore how social media has transformed customer feedback into a powerful voice, enabling customers to demand better experiences from brands.- Complaints as Opportunities: Learn why customer complaints should be viewed as valuable feedback and how addressing them can lead to improved services and stronger customer relationships.- The Importance of Communication: Gain insights into how brands can foster better communication strategies both internally and externally to ensure a seamless customer journey.Our Guest...Dan Gingiss is an international keynote speaker and customer experience expert who believes that a remarkable experience is your best competitive advantage. His 20-year professional career included leadership positions at McDonald's, Discover and Humana. Dan is the author of two books, The Experience Maker and Winning at Social Customer Care, and he co-hosted the award-winning Experience This! podcast.~._.*._.~Making a Marketer is brought to you by Powers of Marketing - providing exceptional podcast experiences & online and in-person events since 2013. Check out episode 167, and if our show moves you, please share it and let us know your thoughts! Take our LISTENER Community Survey!!! HERE** Our editor Avri makes amazing music! Check out his music on Spotify! **

Episode 335: Customer Experience is the New Differentiator (Dan Gingiss) by commonsku

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Unlock the potential of your business as we unveil the secrets to customer experience marketing with insights from expert Dan Gingiss. Imagine transforming dissatisfied customers into loyal advocates through memorable experiences that naturally generate positive buzz. Gain exclusive access to strategies that identify at-risk customers early, incorporating their feedback to enhance their journey and differentiate your brand through exceptional service. Whether you're a small business owner or a seasoned marketing professional, discover how impactful small gestures can rival large-scale projects when it comes to winning over your audience.Join us as we explore the intersection of marketing and customer experience, and learn how personalized interactions at your favorite coffee shop can translate into powerful word-of-mouth marketing. With over two decades in the marketing industry, we delve into how small businesses can implement cost-effective customer experience tactics while leveraging user-generated content and brand ambassadors. Imagine your employees becoming your most passionate promoters, enriching the customer experience and amplifying brand loyalty without breaking the bank.As we navigate the ever-evolving landscape of customer experience marketing, we delve into data-driven strategies to maximize customer retention. Discover how forward-thinking companies are using artificial intelligence to analyze customer behavior and prevent attrition, alleviating pressure on sales teams. From revolutionary sampling experiences pioneered by brands like Sipsmith Gin to the latest developments in AI, stay informed and inspired to innovate. Our personal reflections on social media trends round out this episode, offering fresh perspectives on creating authentic, shareable customer experiences that lead to organic promotion and sustainable growth.GUEST LINKSDan Gingiss WebsiteConnect with Dan on LinkedInBuy The Experience Maker on AmazonLearn More: Buy Digital Threads: https://nealschaffer.com/digitalthreads Buy Maximizing LinkedIn for Business Growth: https://nealschaffer.com/maximizinglinkedinforgrowth Join My Digital First Mastermind: https://nealschaffer.com/membership/ Learn about My Fractional CMO Consulting Services: https://nealschaffer.com/cmo Download My Free Ebooks Here: https://nealschaffer.com/freebies/ Subscribe to my YouTube Channel: https://youtube.com/nealschaffer All My Podcast Show Notes: https://podcast.nealschaffer.com

In this episode of The Better Leadership Team Show, I dive deep into building a customer-centric culture with Dan Gingiss, an international keynote speaker and customer experience expert who believes that a remarkable experience is your best competitive advantage. His 20-year professional career included leadership positions at McDonald's, Discover and Humana. Dan is the author of two books, The Experience Maker and Winning at Social Customer Care, and he co-hosted the award-winning Experience This! Podcast. Dan shares invaluable insights on the importance of a customer-centric mindset, the critical role of employee empowerment, and effective strategies for measuring and improving customer experience. We discuss practical steps to foster a culture that prioritizes the customer at every level of the organization and the significant impact it can have on business success. Tune in to learn from Dan's extensive experience and discover how to create remarkable customer experiences that drive loyalty and growth.https://www.dangingiss.comhttps://www.instagram.com/dgingisshttps://www.linkedin.com/in/dangingisshttps://www.facecbook.com/dangingiss Thanks for listening! Connect with us at mike-goldman.com/blog and on Instagram@mikegoldmancoach and on YouTube @Mikegoldmancoach

Who doesn't want their client to love them and all the work that they do?This month we are talking about client love.Last week I explained the concept of the love bank and how it applies to how we build relationships with our clients so that they absolutely love and trust us. Because love and trust go hand in hand.In this episode, I talk about what it looks like to make deposits and give you some ideas of the easiest ways to make deposits into your client's love bank so that they are overflowing with trust and your clients love working with you.Tune into this episode to hear:How setting, communicating, and meeting specific expectations builds up your love bankThe right time to deliver anythingHow to build trust during and after any client calls Two ways to build authentic connection with your clientsWhy it's important to create opportunities to build trust as early as possibleResources:E. 112: Dan Gingiss on What Makes a Memorable Customer Experience (Which Does Not Mean Expensive)No BS Agencies MasteryThe Price to Freedom Calculator™No BS LaunchpadNo BS Agency Owners Free Facebook GroupStart reading the first chapter of my bookPiasilva.com

Customer expectations are constantly evolving and that means, no matter what your title or job description is, it's critical to view business problems through a customer lens to ensure your buyers and customers remember your organization as one that makes an impact. This week's episode of the B2BMX Podcast is all about customer experience, and co-host Kelly Lindenau sat down with the experience maker himself, Dan Gingiss, to pick his brain on how he helps companies create remarkable experiences that fuel word-of-mouth marketing and beyond. Gingiss will be taking the keynote stage at the B2B Marketing Exchange in Scottsdale, Ariz. in just a few weeks to educate the audience on how they can become experience makers in their own right. There's no one more fitting to talk about customer experience than Gingiss. He is an international keynote speaker and business coach with 20 years of experience in customer experience, marketing, social media and customer service. He held leadership positions at McDonald's, Discover and Humana, and authored two books ("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 was also the co-host of the award-winning “Experience This!” podcast. Tune into this lively conversation to get a sneak peek into Gingiss' keynote at B2BMX and learn more about:How to be the experience maker at your organization; The evolution of customer expectations and what it means for marketers; How customer experience varies for B2B and B2C audience, and where the lines blur; Which aspects of customer experience are overrated; and Much more!RELATED LINKS: Learn more about Dan Gingiss here.Get your copy of Gingiss' book “The Experience Maker: How To Create Remarkable Experiences That Your Customers Can't Wait To Share.”Follow us on LinkedIn and Twitter.Register for the B2B Marketing Exchange in Scottsdale, Ariz. (It's not too late!) 

As the events industry continues to evolve as fast as ever, the experience you deliver has never been more important... but we keep seeing the same people repeat the same mistakes of the past.That's why we decided to bring back one of our most popular episodes from last year, and share this conversation with Dan Gingiss - a keynote speaker and author of “The Experience Maker: How to Create Remarkable Experiences That Your Customers Can't Wait to Share.”After spending over two decades leading companies in both Customer Experience and Marketing, Dan let us in on their secret to success!He touched upon topics such as:- How event marketers should be reverse engineering the experiences they create- The WISER framework (and how it applies in events)- How to focus on experience and know what strategies to implement- And much much more!Don't miss out - listen in now for an insightful look at what it takes to make a successful experience that sticks and clicks.Connect with Dan: On his LinkedIn: https://www.linkedin.com/in/dangingiss/ Connect with Me:On my LinkedIn: https://www.linkedin.com/in/matt-kleinrock-9613b22b/   On my Company: https://rockwayexhibits.com/ 

“It's not about grand gestures but about consistently delivering extraordinary experiences in ordinary interactions.” - Dan Gingiss  -------------------------------------------------------------------   In a riveting episode of "Joseph Jaffe is not Famous," I engaged in a thought-provoking conversation with Dan Gingiss, author of "The Experience Maker." The episode was not just a discussion; it was an exploration into the art of crafting customer experiences that resonate and linger long after the interaction is over.  10 Key Takeaways/Insights:  1. Unscripted Authenticity  2. Small Details as Differentiators  3. Empathy in Service  4. Passion Fuels Performance  5. Team Building Through Unconventional Means  6. The Power of Memory in Experiences  7. Siloed Structures as Barriers  8. Digital Transformation and Customer Touchpoints  9. Customer-Centric Employee Empowerment  10. Personal Connection Through Customization -------------------------------------------------------------------     Here are my show notes:    11m - Bricks were heavy; own it versus hide behind it 14m - Lead with passion (and/or have fun) - can you have both? 16m - Start January with a sprint 17m - Chuck E. Cheese 21m - Michael Jordan - over my head (CX learning) 31m - Experience = Talking about it; Remarkable = Worthy of Remark 31m - The perfectly average restaurant 33m - Naturally photo worthy (35m - Forcefeeding the hashtag) 36m - Dippin Dots 38m - I love my....CREDIT CARD???!!! 40m - The smallest...cheapest...SIMPLEST....most valuable things (4 filters) 40m - Extra Ordinary (sounds expensive!); 42m - Elasticity of Experience 43/44m - Flemings 46/47m - Little irritants 51m - Packaging Easter Eggs 55m - Fifedoms; Choppy Experience 1h - Doesn't have to be expensive   -------------------------------------------------------------------   "Enjoy the little things in life, for one day you'll look back and realise they were big things." - Kurt Vonnegut -------------------------------------------------------------------     If you like what you see, please subscribe to the show: bit.ly/subscribetotheshow Learn more about your ad choices. Visit megaphone.fm/adchoices

Want to deliver extraordinary customer care that leads to client retention? Wondering how your approach to customer experience leads to tangible outcomes like increased sales, customer retention, and referrals? To discover practical ways to improve relationships with your clients, Brooke Sellas interviews Dan Gingiss.Guest: Dan GingissReview our show on Apple Podcasts.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Worried about customers leaking out? Learn how a remarkable customer experience can be your best marketing and sales strategy as CX keynote speaker and author Dan Gingiss joins us on the show.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode we spoke with Dan Gingiss, renowned Customer Experience keynote speaker and best selling author. Dan discussed why traditional paid marketing strategies are no longer enough in today's market and that there is another ‘holy grail' businesses should strive for. During our chat, Dan also shared ways to create more engaging experiences that turn your customers into loyal fans who come back and spend more often. 

In the sixth episode of our series on the State of Customer Service, Denese Waiters, Director of Customer Service Advisory, and Omnichannel Practice Leader at J.D. Power, is joined by keynote speaker and customer experience consultant, Dan Gingiss. Dan leveraged lessons learned during his extensive career spanning over 20 years in corporate America, including a role he held during which his organization earned a J.D. Power award, to develop strategies to turn customers into enthusiastic advocates through extraordinary customer experiences. Host: J.D. Power Expert, Denese Waiters, Director, Customer Service Advisory and Omnichannel Practice Leader Special Guest: Dan Gingiss, Keynote speaker and Customer Experience Consultant

In the new episode of Retain: The Customer Retention Podcast, host Lauren DeSouza is accompanied by customer experience expert and Chief Experience Officer at The Experience Maker, Dan Gingiss. Dan has over 20 years of experience in customer experience, and has held various leadership positions in marketing at companies such as McDonald's and Humana. Together, Lauren and Dan delve into why customer experience is all about getting the little things right, why it's so important to be there when the customer needs you the most, and possibly the greatest customer service email of all time.

Dan Gingiss is a customer experience expert, who believes that a remarkable customer experience can be your best marketing. Gingiss argues that in car washing the wash itself isn't that different from location to location. "People want to drive away with a clean car that isn't scratched". That makes the product difficult to compete on, so the area where one needs to stand out is in the customer experience. Gingiss joined us to discuss how we can show our employees what good customer experience looks like, allow them to bring their personalities to work, handle customer reviews, and build a subscription service so good that people won't even look at the price. Dan Gingiss was a keynote speaker at the Car Wash Show™ 2023 in Las Vegas.

On the eve of the 300th episode of The Brainy Business, it felt like the perfect time to do a “best of” episode from the first five years of the show (another milestone we are just a couple of weeks away from!). How do we find out the “top” content around here? Thankfully, I don't have to choose (each episode is like one of my babies), and, we don't even have to ask.  You have been voting every day for the last five years as you have chosen which episodes to listen to. And, in these five years, you have cast 904,605 “votes” that made it into the final tally that created this Top 20 list. Thank you to everyone in the more than 170 countries who have listened to, rated, reviewed, subscribed to, and shared The Brainy Business podcast over the last five years. We wouldn't still be here if it weren't for you – please keep it up (and we plan to too!) In this episode:  Delve into the psychology behind consumer decision-making and its impact on businesses. Reinforce your learning by revisiting earlier podcast episodes and mining hidden gems. Embrace the concept of continuous improvement by experimenting and testing new ideas. Show Notes: 00:00:00 - Celebrating the First 5 Years, In this episode, host Melina Palmer celebrates The Brainy Business podcast's 299th episode and the first five years of the podcast. She shares that upcoming new episodes include an interview with Jonah Berger (301) to kick off the next hundred, as well as the five-year anniversary episode and data visualization designer Sarah K. Miller (303), who created an amazing piece of data art to commemorate the top downloads for the first five years. 00:02:00 - Top 20 Most Downloaded Episodes, Melina shares that 904,605 votes from over 170 countries were cast for the top downloaded episodes – so cool! She then goes on to list the top 20 most downloaded episodes, starting with The Voltage Effect, by John List. Other top episode guests from 11-20 include Kurt Nelson, Troy Campbell, Eric Johnson, Prince Ghuman, and Katelyn Bourgoin. Not to mention, several solo episodes from Melina, like the one on the behavioral economics of Starbucks. 00:09:47 - How to Create Remarkable Experiences with Dan Gingiss, Melina talks about the 13th most downloaded episode of all time, episode 185, with Dan Gingis. They discuss his book The Experience Maker and how to create great experiences using his WISER methodology. 00:12:00 - How to Successfully Pitch Your Business, Melina shares her tips on great pitches in the 11th most downloaded episode of all time, episode 177. She also mentions that if listeners are interested in consulting or improving their pitches, they can book a strategy session or send her an email. 00:13:33 - How to Make Online Courses People Enjoy with Chris Rawlinson, Melina talks about the 10th most downloaded episode of all time, the shocking completion stats for most courses, and how 42 Courses have exceeded all expectations. In this episode, founder Chris Rawlinson shares his tips for creating awesome online courses that people actually complete (and enjoy). 00:17:23 - You Love Influence, Three episodes from specialists in the area of influence, including Vanessa Bohns (You Have More Influence Than You Think), Yale Professor Zoe Chance (Influence Is Your Superpower), and, Robert Cialdini (Influence) all made the top 10. Where specifically did they land and what are some of Melina's favorite insights from these episodes? Give it a listen. 00:21:06 - The Paradox of Choice, Episode 171 focused on the work of Barry Schwartz and how more choices can often lead to overwhelm and a tendency to choose nothing. People are less likely to buy when there are too many choices, so it's important to make it easier for them to choose. This is the 5th most downloaded episode of all time. 00:22:16 - The Dunning Kruger Effect, Episode 198 (refreshed as episode 266) discussed the interesting relationship between confidence and competence and how when we know very little about something (low competence) we have ridiculously high confidence. Once we get more competence and start to see all that we don't know, confidence tanks. This was the 4th most downloaded episode of all time. 00:24:49 - Get It Done, Based on the work of Ayelet Fishback, episode 186 gives tips and insights into the science of motivation to help you complete your goals and get more of the right things done. It's about setting the right goals in the right way and avoiding the relentless pursuit of goals that can sometimes come at our own detriment. Congratulations to Ayelet on the interview with the most downloads ever and the 3rd most-downloaded episode of The Brainy Business podcast! 00:27:01 - The Top Two, Are The First Two, The first two episodes have been the two most downloaded from the beginning. Melina explains why she thinks this is, and some of what you will find in those episodes. 00:32:54 - Recap of the Top 20 Episodes, Get the full list of the 20 most downloaded episodes of all time, so you can add them to your listening queue! 00:33:37 - Thank You, Melina expresses gratitude to all listeners for making the first five years of The Brainy Business podcast a success beyond anything imagined. She also teases new projects coming soon and encourages listeners to sign up for the newsletter/connect on social media to be the first to know. 00:34:31 - Conclusion, Melina's top insights from the conversation. What stuck with you while listening to the episode? What are you going to try? Come share it with Melina on social media -- you'll find her as @thebrainybiz everywhere and as Melina Palmer on LinkedIn. Thanks for listening. Don't forget to subscribe on Apple Podcasts or Android. If you like what you heard, please leave a review on iTunes and share what you liked about the show.  I hope you love everything recommended via The Brainy Business! Everything was independently reviewed and selected by me, Melina Palmer. So you know, as an Amazon Associate I earn from qualifying purchases. That means if you decide to shop from the links on this page (via Amazon or others), The Brainy Business may collect a share of sales or other compensation. Let's connect: Melina@TheBrainyBusiness.com The Brainy Business® on Facebook The Brainy Business on Twitter The Brainy Business on Instagram The Brainy Business on LinkedIn Melina on LinkedIn The Brainy Business on Youtube Join the BE Thoughtful Revolution – our free behavioral economics community, and keep the conversation going! Learn and Support The Brainy Business: Check out and get your copies of Melina's Books.  Get the Books Mentioned on (or related to) this Episode: Get It Done, by Ayelet Fishbach Paradox of Choice, by Barry Schwartz Influence, by Robert Cialdini Influence is Your Superpower, by Zoe Chance You Have More Influence Than You Think, by Vanessa Bohns Top Recommended Next Episode: Unlocking the Secrets of the Brain (ep 1) Already Heard That One? Try These:  The Voltage Effect, w/ John List (ep 190) Motivation & Incentives at Work, w/ Kurt Nelson (ep 187) The Science of Cool, w/ Troy Campbell (ep 169) The Elements of Choice, w/ Eric Johnson (ep 174) Starbucks: Behavioral Economics Analysis (ep 278) Why We Like the Things We Like, w/ Prince Ghuman (ep 172) Creating Content People Can't Help but Engage with, w/ Katelyn Bourgoin (ep 201) How To Create Remarkable Experiences, w/ Dan Gingiss (ep 185) The Truth About Pricing (ep 5) How To Successfully Pitch Your Business (ep 177) How to Make Online Courses People Enjoy (& Complete!) w/ Chris Rawlinson (ep 193) Amazon: Behavioral Economics Analysis (ep 159) You Have More Influence Than You Think w/ Vanessa Bohns (ep 197) Influence Is Your Superpower, w/ Zoe Chance (ep 189) Influence, w/ Robert Cialdini (ep 157) The Paradox of Choice (ep 171) The Dunning Kruger Effect (ep 266) Get It Done, w/ Ayelet Fishbach (ep 186) The Top 5 Wording Mistakes Businesses Make (ep 2) Other Important Links:  Brainy Bites - Melina's LinkedIn Newsletter

In today's conversation, I am joined by John Sills. John is Managing Partner at the customer-led growth company, The Foundation. He's been in front-line teams delivering the experience, innovation teams designing the propositions, and global HQ teams creating the strategy. He's been a bank manager during the financial crisis (which he says was not fun), launched a mobile app to millions of people (very fun), and regularly visits strangers' houses to ask very personal questions (incredible fun). He now works with companies across industries and around the world, and before joining The Foundation spent twelve years at HSBC, latterly as Head of Customer Innovation. He regularly writes on Customer Experience and Innovation, and his first book, The Human Experience, just came out and is what we are discussing today. This was a really fun book, and it is chock-full of real life experiences from businesses (both good and bad) that you can learn from. John keeps it light, even when teaching some really important stuff, and helps us to see how we can all benefit from remembering that we are, at the end of the day, humans (and so are our employees and customers). So let's just bring a bit more human-ness back into our companies! Show Notes: [00:43] In today's conversation, I am joined by John Sills. John is the managing partner at the customer lead growth company, The Foundation.  [03:24] John shares himself and his background. [05:56] You really need to want to make things better for customers.  [08:41] You are closer to your colleagues, business, products, and services, but your customers are really important. We often write things that make sense to us but not to our customers.  [11:22] Factfulness is all about helping us challenge our perspectives of the world. It is easy for us to think we are the center of the world.  [14:01] Nearly all of the research we have is very inside out. It is all about the company and almost none of it is about the customer and how we can be useful to them.  [16:10] Companies should stay close to what matters most to their customers and their lives and then work out how to be useful to them.  [19:42] As a CEO if you don't go and experience the other jobs in your company yourself then you never get the visceral connection to what is really mattering for your customers.  [23:07] A real sense of responsibility and ownership for the customer is missing in many organizations.  [24:09] John shares a wonderful customer experience he had with Swiss Rails.  [27:27] Bad customer experiences are really expensive to provide.  [29:35] If you give a good experience in the first place your customers will contact you less and everything will be more efficient.  [30:23] Failure demand is the demand that is put on your service or organization as a result of failures you made elsewhere in your customer experience or service.  [32:50] As humans we are truly loyal to very few things. Very rarely are we truly loyal to companies.  [34:02] If you as an organization stay more useful than your competitors then people will stay with you.  [35:09] Organizations spend very little time keeping the experience great and essentially ignore endings or make it difficult for customers to leave.  [37:35] If as the leaders in an organization, you really understand what matters to people in their lives then your singular job is to understand how you can be most useful to them in their life.  [38:30] What is at the heart of great organizations is really understanding their customers and really staying useful to them.  [39:55] If you can retain that humanness in your organization and let your people be human then they will understand customers and create things that are useful.  [41:43] No one has time to stop and think and it is really dangerous. It feels like it is really important to check things off a to-do list instead of really getting things done well.   [43:18] When you don't have the time to step back, bad customer experience abounds.  [44:05] When you try to make it look like you know the person you are talking to and then you miss it feels a lot more painful and annoying than if you didn't ask enough. [46:43] Over the last 20 years organizations have done a great job at trying to perfect the functional customer experience, but they have done that at the expense of the emotional and human experience. [48:27] Just be the human you have spent all your life training to be. Speak in a human way, think about what it is like to be on the other end, and take time to understand other people.  [50:00] Treat people the way you want your gran to be treated and make your mum proud of the decisions you make.  [51:30] Melina's closing thoughts [52:28] If you consider the extreme costs when you have to fix things it is often more cost effective to do it right and more human the first time.  Thanks for listening. Don't forget to subscribe on Apple Podcasts or Android. If you like what you heard, please leave a review on iTunes and share what you liked about the show.  I hope you love everything recommended via The Brainy Business! Everything was independently reviewed and selected by me, Melina Palmer. So you know, as an Amazon Associate I earn from qualifying purchases. That means if you decide to shop from the links on this page (via Amazon or others), The Brainy Business may collect a share of sales or other compensation. Let's connect: Melina@TheBrainyBusiness.com The Brainy Business® on Facebook The Brainy Business on Twitter The Brainy Business on Instagram The Brainy Business on LinkedIn Melina on LinkedIn The Brainy Business on Youtube Join the BE Thoughtful Revolution – our free behavioral economics community, and keep the conversation going! Learn and Support The Brainy Business: Check out and get your copies of Melina's Books.  Get the Books Mentioned on (or related to) this Episode: The Human Experience, by John Sills Factfulness, by Hans Rosling, Anna Rosling Rönnlund, & Ola Rosling Choice Hacking, by Jennifer Clinehens The Experience Maker, by Dan Gingiss Ends, by Joe Macleod Connect with John:  John's Website John on Twitter John on LinkedIn Top Recommended Next Episode: I, Human with Tomas Chamorro-Premuzic (ep 267) Already Heard That One? Try These:  Herding (ep 19)  Overview of Personal Biases (ep 45) Paradox of Choice (ep 171) Using Behavioral Science to Tackle Addiction (and the Lessons for any Business), Interview with Richard Chataway (ep 134) Using Ethnography to Understand Your Customers and Staff, an interview with Felicity Heathcote-Marcz (ep 137) Where CX and Behavioral Science Meet, interview with Jennifer Clinehens (ep 141) Peak-End Rule (ep 97) Framing (ep 16) Surprise and Delight (ep 276) Social Proof (ep 87) How to Create Remarkable Experiences with Dan Gingiss (ep 185) Other Important Links:  Brainy Bites - Melina's LinkedIn Newsletter CX Stories on Instagram CX Stories on Substack

Today's episode is all about surprise and delight. Hopefully, the title concept of this episode already has you in a happy and delightful mood (that's priming for you!) and you are ready for some fun. I love thinking about experiences and incorporating fun, delightful moments. It can be with customers or employees and in totally unexpected places (that is the best strategy) like an error page of a website or the legaleze people agree to.  Little moments of thoughtfulness are my favorite, and they help us to have fun at work (we should!) as well as help our customers and employees to enjoy interacting with us (which will make them want to do it more). And, while I don't need much of an excuse to talk about surprise and delight, there is a specific reason I chose to refresh this episode from 2019 today, and that is as a lead into this coming Friday's conversation with John Sills on his new book The Human Experience.  His book is all about creating better experiences. He features brands that are already doing an amazing job and how companies can make big leaps by remembering their humanness. Great experiences shouldn't be surprising, but sadly they are as too often the experiences with brands are more of a pain than a pleasure. But it doesn't have to be this way! This episode will share why delight is so critical to companies, why surprise matters, what it all has to do with loyalty and profitability and so much more. It's a fun one and I can't wait to share it with you Friday (if you aren't already subscribed to the podcast, take a moment to do so now). And, in the meantime, let's talk about surprise and delight. Show Notes: [00:38] Today's episode is all about surprise and delight. [02:12] Great experiences shouldn't be surprising, but sadly they are as too often the experiences with brands are more of a pain than a pleasure. [04:18] If a customer has an expectation they will either be satisfied or dissatisfied by the level at which that expectation is met or not. Expectation can't lead to delight. [05:15] Ideally you are living in the satisfied territory most of the time with a few delights popping up here and there. Delighting customers takes extra work and it can be expensive, though it doesn't have to be.  [05:38] Delight is much more likely to drive loyalty than mere satisfaction. [07:31] It is important to not get stuck in the traps of false loyalty.  [10:13] A 5% increase in loyalty can increase your profit by as much as 85%.  [11:03] Loyalty is huge for businesses and delight is a big key to earning it. Loyalty isn't the only awesome thing to come out of delighting customers.  [11:57] The biggest issue is that there is no standard scale for measuring delight.  [14:14] Customers can't tell you what would cause them to be delighted because they have to be surprised. They can't be expecting it or it isn't going to hit the delight scale.  [17:46] Finding someone who is influential and loves your brand and then finding a way to work with them can both delight that person and their following.  [19:39] If your delights become standard then they become expected. Surprise is key to delight.  [22:33] Having a great first encounter helps set the relationship off on a good start. Having a dose of delight every now and then keeps customers happy.  [24:09] Empowering employees to help customers and go the extra mile can make a big difference in loyalty scores and profitability.  [26:02] Sometimes the most delightful “WoW” moments happen in the blink of an eye. If employees are not empowered and need to cross layers of approval these moments could be lost forever.  [28:27] In other businesses this could be as simple as changing the radio station on a loaner car to match the customer's vehicle when it is brought in for repairs, or knowing when a client comes to your office for a meeting drinks chai tea lattes and having one waiting on them when they arrive. Little things can make a big difference and delight your customers.  [30:01] Businesses always need to be watching the market to see what the status quo is and how expectations have changed to keep up with delight.  [32:33] Melina shares one of her favorite examples of surprise and delight.  [34:35] There are countless other ways your company can implement surprise and delight for your customers.   [36:34] Listen to customers to understand what's important to them.  [38:08] Delight is not something you do one off and hope for the best. It requires time and strategy, but it is absolutely worth it. When you give a little bit to people often they want to give back.  [40:45] Don't let herding make you feel like you have to send stuff at the same time as everyone else. That is precisely why you should send something at another time because no one else is.  [41:37] Melina's closing thoughts [43:41] It is important to take a step back and look around and disassociate from the current experience. Working with a consultant can be very helpful to bring fresh eyes to the situation.   Thanks for listening. Don't forget to subscribe on Apple Podcasts or Android. If you like what you heard, please leave a review on iTunes and share what you liked about the show.  I hope you love everything recommended via The Brainy Business! Everything was independently reviewed and selected by me, Melina Palmer. So you know, as an Amazon Associate I earn from qualifying purchases. That means if you decide to shop from the links on this page (via Amazon or others), The Brainy Business may collect a share of sales or other compensation. Let's connect: Melina@TheBrainyBusiness.com The Brainy Business® on Facebook The Brainy Business on Twitter The Brainy Business on Instagram The Brainy Business on LinkedIn Melina on LinkedIn The Brainy Business on Youtube Join the BE Thoughtful Revolution – our free behavioral economics community, and keep the conversation going! Learn and Support The Brainy Business: Check out and get your copies of Melina's Books.  Get the Books Mentioned on (or related to) this Episode: What Your Customer Wants and Can't Tell You, by Melina Palmer How Customers Think, by Gerald Zaltman Alchemy, by Rory Sutherland Engaged, by Amy Bucher Choice Hacking, by Jennifer Clinehens  Top Recommended Next Episode: Get Your D.O.S.E. of Brain Chemicals (ep 123) Already Heard That One? Try These:  Framing (ep 16) Priming (ep 18) Decision Fatigue (ep 132) Relativity (ep 12) Nudges and Choice Architecture (ep 35) The Overwhelmed Brain and Its Impact on Decision Making (ep 32) The Sense of Touch (ep 28) How To Set Up Your Own Experiments (ep 63) The Pain of Paying (ep 240) Overview of Memory Biases (ep 48) Apple Card (ep 42) Herding (ep 19) How to Create Remarkable Experiences with Dan Gingiss (ep 185) Anthropology, Market Research & Behavioral Economics with Priscilla McKinney (ep 196) Choice Hacking, with Jennifer Clinehens (ep 141) Engaged, with Amy Bucher (ep 164) Other Important Links:  Brainy Bites - Melina's LinkedIn Newsletter  How to Delight Your Customers Customer Delight: Foundations, Findings, and Managerial Insight Delight by Design: The Role of Hedonic versus Utilitarian Benefits Ed Sheeran Launches Own Heinz Tomato ‘Edchup' Ed Sheeran Edchup on Instagram Ed Sheeran on Instagram @teddysphotos The Good, the Bad and the Beautiful of Employee Empowerment Turkey Talk Line

How can you turn all clients into raving fan clients who love working with you and cannot stop telling all their friends about you?That has been our topic this month. In the last two episodes, I talked about two important ingredients, trust and communication.Today, I want to talk about the third and final main ingredient, which is delight.Of course, we want to meet and exceed the expectations of our clients. We want them to not only be happy with the end result but overjoyed with it. And we want them to feel a sort of appreciation for us as well. How can you add an experience of delight so that clients don't only get what they hoped for when working with you, but they get more?Tune into this episode to hear:What you're really going after when you give a client a giftWhat a thoughtful client gift should look likeHow to use your automated emails to add little points of delightWhy it's worth spending a little extra time to anticipate and fulfill clients needs before they even think of themLearn more about Pia: Learn more about No BS Agencies MasteryNo BS LaunchpadNo BS Agency Owners Free Facebook GroupThe Show Your Business Who's Boss Crash Course Start reading the first chapter of my bookPiasilva.comThe 50/25/25 Rule to Profit and Freedom™ Mini CourseResources:E. 112: Dan Gingiss on What Makes a Memorable Customer Experience (Which Does Not Mean Expensive)The Leverage ModelBOXFOX

Experience is more than just a feel-good buzzword—it bonds people together, and when done right, can make all the difference for your brand. Through experience, you are able to tell your story and connect with customers on a deeper, emotional level. However, as experiential marketing is increasingly becoming a sought-after strategy in the events sphere, it's getting trickier to stand out. So how can you create an experience that drives real results and keeps them coming back for more?On this edition of “Event Marketing: Redefined,” we are delighted to have Dan Gingiss - a keynote speaker and author of “The Experience Maker: How to Create Remarkable Experiences That Your Customers Can't Wait to Share.”After spending over two decades leading companies in both Customer Experience and Marketing, Dan is going to let us in on their secret to success!He'll be touching upon topics such as:- How event marketers should be reverse engineering the experiences they create- The WISER framework (and how it applies in events)- How to focus on experience and know what strategies to implement- And much much more!Don't miss out - listen in now for an insightful look at what it takes to make a successful experience that sticks and clicks.Connect with Dan: On his LinkedIn: https://www.linkedin.com/in/dangingiss/ Connect with Me:On my LinkedIn: https://www.linkedin.com/in/matt-kleinrock-9613b22b/   On my Company: https://rockwayexhibits.com/ 

I love partitioning! It is such an under-discussed concept, which is why I decided to refresh this episode from 2019 for you here today. Partitioning is closely related to friction or sludge, but it isn't exactly the same. While an experience that has partitions may be creating friction/sludge, it isn't just about that. And, it isn't always about reducing it. Sometimes, adding a partition is really useful when you want someone to stop and think. I'll get into that more as we dig into the episode.  As you get ready to listen to the episode today, I encourage you to have some experiences in mind. Try and think of a time when you had a great experience with a company, where things were seamless and streamlined or it felt easy. And another where you were part-way through buying and then stopped or when you changed your mind on a project or whatever else. Try and think through what happened along the way and keep that in mind as you consider the idea of partitioning. Where were the unintended partitions and where did the lack of them make a difference?  Of course, look to your own experiences in your company as well. If you have a hard time closing deals or lose people partway through an application form keep that in mind too. It can all tie back to partitions. So let's dive in and learn how you can use partitions in your business to create a seamless experience for your customers.  Show Notes: [00:37] Today's episode is all about partitioning. I love partitioning! It is such an under-discussed concept. [02:39] Partitioning has shown us that when you put tiny barriers into place it causes a consumer to consider their options and be presented with a new decision point. This can be good or bad on both sides depending on the situation.  [04:33] Melina shares a study with bottomless soup bowls.  [06:34] Another study found that adding some sort of measurement reminder can help reduce consumption even if the cups are large. [08:45] One study found that once something became common it no longer acted as a partitioning mechanism.  [10:21] It isn't just effort that matters but drawing the attention of the conscious brain really matters too.  [12:56] It is so easy to be tricked by our brains.  [15:07] Those with a high aversion to gambling were significantly impacted by the partitions.   [16:24] Partitioning money has also been found to help people save more and spend less.  [17:26] Essential with shopping…once you start the process of spending you are more likely to spend again until you hit a partition.  [19:07] Any cognitive intervention (something that makes the user stop and think) can trigger partitioning. This can be done using sounds, rhetorical questions, targets, or progress markers.  [21:37] It doesn't have to feel bad or negative for the consumer.  [23:41] The cashier in an airport store bringing up the price of the almonds and forcing us to rethink our decision multiple times caused anticipated regret and lowered the total amount spent significantly.  [25:18] It is easy to talk people out of a sale, make them feel bad about a purchase, or start to regret it even when you are trying to be helpful.  [26:07] Setting up targets or progress markers, on the other hand, can be great partitions for a business to set up to keep on the radar of their current, past or potential customers.  [27:21] Removing partitions and obstacles can be great for businesses and customers alike.   [29:29] Partitions in the selling process are a recipe for getting ghosted. Always schedule circle-back meetings in the moment.  [32:03] Make it easy for people to do business with you. Remove unnecessary partitions in the process and everyone will be happier. [32:13] Melina's closing thoughts [32:42] The concept of partitioning can help you to look for opportunities to make it easier to work with you, especially up front. Partitions are particularly dangerous early on and in the selling process.  Thanks for listening. Don't forget to subscribe on Apple Podcasts or Android. If you like what you heard, please leave a review on iTunes and share what you liked about the show.  I hope you love everything recommended via The Brainy Business! Everything was independently reviewed and selected by me, Melina Palmer. So you know, as an Amazon Associate I earn from qualifying purchases. That means if you decide to shop from the links on this page (via Amazon or others), The Brainy Business may collect a share of sales or other compensation. Let's connect: Melina@TheBrainyBusiness.com The Brainy Business® on Facebook The Brainy Business on Twitter The Brainy Business on Instagram The Brainy Business on LinkedIn Melina on LinkedIn The Brainy Business on Youtube Join the BE Thoughtful Revolution – our free behavioral economics community, and keep the conversation going! Learn and Support The Brainy Business: Check out and get your copies of Melina's Books.  Get the Books Mentioned on (or related to) this Episode: What Your Customer Wants and Can't Tell You, by Melina Palmer Friction, by Roger Dooley Sludge, by Cass Sunstein The Experience Maker, by Dan Gingiss The Selling Staircase, by Nikki Rausch Top Recommended Next Episode: Sludge: What It Is and How to Reduce It (ep 179) Already Heard That One? Try These:  Friction - What It Is And How To Reduce It, with Roger Dooley (ep 72) How to Make it Easy to Do Business With You With Nikki Rausch (ep 96) What Your Customer Wants and Can't Tell You: All About Melina's First Book (ep 147) How To Set Up Your Own Experiments (ep 63) Surprise and Delight (ep 60) Pain of Paying (ep 240) Peak-End Rule (ep 97) How to Create Remarkable Experiences with Dan Gingiss (ep 85) Other Important Links:  Brainy Bites - Melina's LinkedIn Newsletter  Nikki's Website - Your Sales Maven

In this Greatest Hits collection, Darshan Mehta is joined by Dan Gingiss, Chief Experience Officer at The Experience Maker. They discuss Dan's pivotal and aha! moments during and after his traditional marketing career. They also discuss the best ways to create remarkable customer experiences, misconceptions common to customer experience, employee empowerment, brand trust and loyalty, the difference between good customer experience and remarkable experiences, and much more.

This week's episode features a "from the vault" discussion with Dan Gingiss.Dan's an international keynote speaker and customer experience coach who believes that a remarkable customer experience is your best marketing strategy. He's had a 20-year professional career where he's held leadership positions at McDonald's, Discover and Humana. He also hosts the Experience This! Show podcast and The Experience Maker Show. And Dan is the author of The Experience Maker: How To Create Remarkable Experiences That Your Customers Can't Wait To Share.   In The Experience Maker, Dan teaches us how to focus on and create a customer experience that will actually retain customers so we can focus more on them than having to spend time, money and resources on constantly trying to gain new customers. RESOURCES FROM THIS EPISODEDan's book:The Experience Maker: How to Create Remarkable Experiences That Your Customers Can't Wait to Share Dan Gingiss's SiteThe Experience This! Show The Experience Maker ShowBrittany Hodak's Podcast: Creating Superfans

On this episode of InsideOut we welcome Dan Gingiss, an international keynote speaker who passionately believes in the customer experience. Dan shares with us about his 20+ years of experience in marketing and what health systems can do with regards to customer experience to help differentiate themselves from their competition. 

You might not think of customer experience as marketing, but it is.If you're a small agency, you might not be thinking about building long-term customer loyalty. Clients come and they go.But if they had a killer experience with you? They're probably telling their friends. And if they had a terrible experience with you, they're definitely telling their friends.Today I'm sitting down with Dan Gingiss to find out why creating a memorable customer experience is part of marketing your business, and what makes an experience stand out.Dan Gingiss is an international keynote speaker and coach who believes that a remarkable customer experience is your best sales and marketing strategy. His 20-year professional career included leadership positions at McDonald's, Discover and Humana.Dan is the author of two books, The Experience Maker and Winning at Social Customer Care, and also co-hosts the Experience This! podcast.Tune into this episode to hear:Why it's worth it to invest in your customer experienceWhy customer experience is a key way to compete in a crowded marketHow to make yourself memorable without spending a ton of moneyWhen a gift is a gift, and when it's really marketingLearn more about Dan Gingiss:DanGingiss.comThe Experience MakerWinning at Social Customer CareConnect with Dan on LinkedInLearn more about Pia: No BS LaunchpadNo BS Agency Owners Free Facebook GroupThe Show Your Business Who's Boss Crash Course Start reading the first chapter of my bookPiasilva.comThe 50/25/25 Rule to Profit and Freedom™ Mini CourseResources:Giftology, John RuhlinPunkpost

Dan Gingiss, customer service expert and author of The Experience Maker, joins Amanda Ma to discuss all things customer experience and why you should be focusing on creating experiences for your customers. Listen now on EventUp!

On this episode of Contracting Conversations, BSCAI chats with Dan Gingiss, Customer Experience Coach and 2022 Contracting Success Keynote Speaker, about how focusing on customer experience can better overall business operations. In this episode, you will hear: -How Dan discovered his passion for marketing -Common customer experience challenges -Why focusing on customer experience is important -A sneak preview of Dan's 2022 Contracting Success Keynote Session

As Dan Gingiss was about to publish his book, he realised he couldn't just send it to people in yellow envelopes when the message of the book was that the best marketing is to create remarkable customer experiences that are simple, practical and inexpensive. I decided to name the incredibly creative strategy he came up with for the Girlscout method. Listen in to know why! In this episode: How to create a great starting point for writing The Girlscout Method - Book promo 100% aligned with the book message Creating organic growth driven by user-generated content How to use the book as a vehicle for business growth Where to focus in a one-man expert business Speaking as an amplified credibility and marketing strategy How to get people to write blurbs for your book (and how to use them) The excerpt promo strategy About Dan Gingiss Dan is an international keynote speaker and coach. His 20-year professional career included leadership positions at McDonald's, Discover and Humana. He is the author of two books, The Experience Maker and Winning at Social Customer Care, and the host of two shows, the Experience This! podcast and The Experience Maker LinkedIn live show.

This is a Tuesday Tips episode where you will hear host Drew Neisser, CMOs, and other B2B experts share their hard-earned wisdom and fresh marketing insights in a bitesize format. Featuring: Ryan Bowers of Marsh McLennan Agency, Amy Messano of Altair, Jennifer Houston of D-Wave Systems, Mandy Dhaliwal of Nutanix, and special guest Dan Gingiss. To see the video versions, follow Drew Neisser on LinkedIn or visit our YouTube channel—The Renegade Marketing Hub! And if you're a B2B CMO, check out our thriving community: https://cmohuddles.com/​​

Today I am very excited to introduce you to Greta Harper, a Maker's Mark diplomat. Everyone that has already heard last week's episode with Sarah Wilson, knows that this week's episode is resharing a podcast that was recorded while I was a speaker on the live podcast stage at Greenbook's IIEX North America conference in Austin a couple of weeks ago. It was such a great event!  While at IIEX North America I had the honor of interviewing Greta about the amazing shifts that Maker's Mark made during the pandemic to support restaurants and their workers when they were under no obligation to do so. Their focus on support and advocacy turned into some amazing programs that made a really big impact (including some work with myself and the Texas A&M Human Behavior Lab). What can your business learn from their approach? Listen in to find out… Show Notes: [00:42] Today I am very excited to introduce you to Greta Harper, a Maker's Mark diplomat.  [01:52] While at IIEX North America I had the honor of interviewing Greta Harper at Maker's Mark about the amazing shifts that their company made during the pandemic to support restaurants and their workers when they were under no obligation to do so. [04:50] Greta shares about herself, her background, and what she does at Maker's Mark.  [06:07] In 2014, she went to Kentucky for the first time, she got to meet distillers, and absolutely fell in love with the business.  [07:19] Learning wasn't always easy in the supplier world and she vowed that if she ever got to a place of “power” she would make learning easier for everyone that came behind her.  [08:06] Bars and restaurants are that traditional third space in society. This space isn't work or home. It is that other space where you get away from those things to connect with something different than yourself.  [10:36] The first time she went to Texas A&M was in January of 2020 and she was very excited to start doing lots of research.  [11:54] Humans make on average 35,000 decisions every day and most of those are done on a subconscious level.  [13:20] Greta works in the advocacy sector of Beam Suntory, which is the parent company of Maker's Mark.  [15:50] When our habits are shifted we only have so much cognitive bandwidth that we are able to give up every single day.  [17:49] Greta and her team were able to focus on other people because they didn't have to focus on survival. One way their company showed support was to buy food from a struggling restaurant and feed their employees.  [20:22] Consumers were changing their buying habits because they couldn't go to bars and restaurants. The Maker's Mark team started partnering with bars and restaurants by doing virtual cocktail classes.  [22:13] They knew that on-premise was always a focus and they wanted to be there for them when they needed support (not just when it was convenient for their company).  [23:37] Maker's Mark was leaning in at a time when they were truly not getting anything out of it.  [26:07] Helping, advocating for the trade, and educating the trade have always been at the heart of everything that Greta wants to do. This is one reason why it was so exciting to bring in Melina and Jeff from the Human Behavior Lab to do a series of trainings for the restaurant teams – and it has been amazing to see their results in the months that followed. [29:01] The pandemic opened up so many different avenues for them to think differently. They learned so many things.  [31:15] As humans we feel compelled to give back when people give to us.  [33:30] Greta shares what is on the horizon. They are all about sustainability at Maker's Mark.  [35:51] There is a huge difference between age and maturation. It all affects the end product. Taste and flavor are at the heart of everything they do.  [37:13] Thinking about how you can be doing the right thing in a way that leverages reciprocity.  [38:09] Melina shares her closing thoughts. Do you want to hire Melina to do work with your company? Email melina@thebrainybusiness.com [40:01] If you enjoy the experience I've provided here for you, will you share about it? That could mean leaving a rating/review or sharing the episode with a friend (or 10!) Thanks for listening. Don't forget to subscribe on Apple Podcasts or Android. If you like what you heard, please leave a review on iTunes and share what you liked about the show.  I hope you love everything recommended via The Brainy Business! Everything was independently reviewed and selected by me, Melina Palmer. So you know, as an Amazon Associate I earn from qualifying purchases. That means if you decide to shop from the links on this page (via Amazon or others), The Brainy Business may collect a share of sales or other compensation. Let's connect: Melina@TheBrainyBusiness.com The Brainy Business® on Facebook The Brainy Business on Twitter The Brainy Business on Instagram The Brainy Business on LinkedIn Melina on LinkedIn The Brainy Business on Youtube Join the BE Thoughtful Revolution – our free behavioral economics community, and keep the conversation going! More from The Brainy Business:

In this episode of Getting to Aha!, Darshan Mehta is joined by Dan Gingiss, Chief Experience Officer at The Experience Maker. They discuss Dan's pivotal and aha! moments during and after his traditional marketing career. They also discuss the best ways to create remarkable customer experiences, misconceptions common to customer experience, employee empowerment, brand trust and loyalty, the difference between good customer experience and remarkable experiences, and much more.

In the spirit this week of my colleague @Dan Gingiss taking the stage to Keynote at the "SOCAP Symposium: Emerging Horizons"  -- I thought I'd re-share my Book Opening of Dan Gingiss' latest book: Experience Maker: Creating Remarkable Experiences your Customers Can't Wait to Share"... PS: Exclusive offer created for us by Dan is mentioned in the podcast and below... Enjoy! ********************* I got something in the mail I want to share with you… It's the new book by my colleague Dan Gingiss. In Episode #11 Redux (Bonus) of the My Curious Colleague Podcast, I literally open the package I received with Dan's latest book titled “The Experience Maker”.  If you stick around during this brief snippet, I'll give you a sneak peek of & chat about the Table of Contents and what you can expect…! And P.S. he dedicated the book to YOU…! At the end of this brief episode, I share an exclusive offer Dan created for our Community. 50% off Dan's interactive Master Class titled the Experience Maker Master Class. Use promo code: CURIOUS at check-out. --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app Support this podcast: https://anchor.fm/denise-venneri/support

Today I am very excited to introduce you to Katelyn Bourgoin. As you will hear during our conversation, I met Katelyn via Twitter where she has been kind enough to tag me many times when people ask for recommendations for people who are using psychology in marketing or for business as well as for podcast recommendations, books, or just for someone to follow. Katelyn also has a phenomenal newsletter that is so engaging — I just love how well she understands her audience. We will be talking about that a lot more during the conversation today.   Katelyn uses reciprocity so well by shining the light on others and it comes back in a really great way. Before any non-marketers tune out and say this episode is not for you, know that creating engaging content that people want to respond to matters for everyone whatever your industry, whoever you are communicating with, and whatever you want to achieve. People like to work with those they like. Framing your messages with the recipient in mind is never a bad idea. Katelyn is a marketer and market researcher so that is the lens of her statements throughout the episode, but I challenge you to consider all the ways this can be useful to you in your life and business. For anyone with a newsletter or striving to have one, and who has ever been mystified by Twitter and especially Twitter threads, get ready for some awesome tips and free resources.  Show Notes: [00:41] Today I am very excited to introduce you to Katelyn Bourgoin.  [02:13] Katelyn is a marketer and market researcher so that is the lens of her statements throughout the episode, but the tips are for everyone! [04:24] Katelyn shares about herself and how she found herself in the behavioral sciences.  [05:50] She ended up working with a bunch of companies and seeing the same problem over and over: they just didn't know who their best customers were or why they bought. That led her to launch the company she has today called Customer Camp. [08:18] When she decided that she wanted to help people overcome that problem she discovered an innovation framework known as Jobs to Be Done.  [09:56] Jobs to Be Done is really important for understanding the context of the customer situation and what would cause them to seek out and choose a new solution.  [11:44] Their company exists to help people build a better understanding of their buyers through educating them on why people buy, training, and products. [12:39] It was thinking beyond the research and what they do to what would be engaging for potential customers.  [14:54] Having a functionally better product is important but there are all these other factors that you also need to consider when you think about the job holistically.  [16:00] You have to not just look at the functionality of a product but you have to consider the social and emotional aspects too.  [18:45] In having these conversations about the buyers' journey, pulling out the details, and mapping them, that is what leads to being able to design better marketing.  [20:14] Talk to buyers who have bought to try and understand their buying journey — that's a step a lot of marketers are missing.  [23:00] The trigger technique is a good solution for pulling out the bits that you can make most actionable and share with your team to back up your strategy. (Freebie in the links below!) [25:47] When they designed the newsletter, they thought about what was the job of the newsletter. They wanted to create a newsletter to make people feel like it was food for their brains. [26:58] It has to be something really quick to consume and it has to be something where you walk away feeling like you have ideas for applying them to your own work. [29:55] People need to feel like they are getting something back to open and read a newsletter.  It can be inspiration, validation, or something to forward.  [32:02] They realized it was better to have consistency with their newsletter even in the subject line.  [34:44] Testing and seeing what works is very helpful.   [37:54] Choose the social media platform where you think you can be consistent.  [39:21] Make a big effort to follow the right people. She follows people who inspire her and she can learn from.  [40:57] Leverage the opportunity to highlight work that other people are doing. [42:54] Melina shares about one of Katelyn's Twitter threads. [44:32] When it comes to writing a thread, the first tweet is the most important one.  [47:34] Understanding your customers when it comes to figuring out demand is everything. Clarity of what works doesn't come from sitting around in a boardroom and thinking about it. It comes from actually engaging with customers. [49:05] If you want to market better, really be obsessed about understanding customers.  [50:28] Melina shares her closing thoughts.  [52:31] If you enjoy the experience I've provided here for you, will you share about it? That could mean leaving a rating/review or sharing the episode with a friend (or 10! Thanks for listening. Don't forget to subscribe on Apple Podcasts or Android. If you like what you heard, please leave a review on iTunes and share what you liked about the show.  I hope you love everything recommended via The Brainy Business! Everything was independently reviewed and selected by me, Melina Palmer. So you know, as an Amazon Associate I earn from qualifying purchases. That means if you decide to shop from the links on this page (via Amazon or others), The Brainy Business may collect a share of sales or other compensation. Let's connect: Melina@TheBrainyBusiness.com The Brainy Business® on Facebook The Brainy Business on Twitter The Brainy Business on Instagram The Brainy Business on LinkedIn Melina on LinkedIn The Brainy Business on Youtube Join the BE Thoughtful Revolution – our free behavioral economics community, and keep the conversation going! More from The Brainy Business:

This Tuesday, 4/19/22, my guest on the My Curious Colleague #podcast is author & keynote speaker Dan Gingiss - The Experience Maker. We chat about this little gem: Dan will be taking the stage for the 1st time at the SOCAP International (Society of Consumer Affairs Professionals) Symposium as the Keynote Speaker on Monday, 5/2 at The Wigwam Resort in Phoenix, AZ. ---> About 4 minutes in, you'll hear about an exclusive offer Dan has for our community: For his interactive course - The Experience Maker Master Class Dan is offering an exclusive 50% discount with the coupon code CURIOUS. Just go to the link here and use the coupon code CURIOUS: https://dangingiss.com/the-experience-maker-register/ I try to get the details/sneak peek of his content for you for the Symposium -- he'll talk about his latest book “The Customer Experience Maker: How to create remarkable experience that customers can't wait to share”* with stories and examples to get you thinking about your organization… AND, there's more… ...He weaves in his tips & guidance from his other book “Winning at Social Customer Care: How top brands create engaging experiences on social media” which is uber relevant to Consumer Care Professionals. Doing “a lot of speaking” is what Dan loves and is passionate about. He really “loves to inspire people and teams” which is perfect because Dan is the Key Note Speaker and as we discuss -that energy & excitement he builds will help set the tone for the Symposium…! #MyCuriousColleague #DigitalMarketing #CustomerRelations #CPGCX #SOCAPInternational #SOCAPStrong #TheExperienceMaker --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app Support this podcast: https://anchor.fm/denise-venneri/support

In this episode of The Remarkable Project Jay speaks with customer experience coach, international keynote speaker and author Dan Gingiss, about the power of finding your remarkable, why listening is central to a successful company culture, and how to make a memorable moment out of an apology.Dan Gingiss believes that a remarkable customer experience is your best marketing strategy. Prior to his current gig coaching, consulting, speaking and writing about exactly this subject, 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 two books, last year's ‘The Experience Maker: How To Create Remarkable Experiences That Your Customers Can't Wait To Share' and 2017's ‘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. Not only does Dan moonlight as licensed bartender and pinball wizard, but he once delivered a pizza to Michael Jordan, no less.Three Remarkable Quotes“When you collect customer feedback, the end result should not be a report.”“What if we had our customers talking about us without having to ask? Well that's what happens when you create a naturally shareable experience.”“There are so many opportunities to just spend a little bit more and do something that has a much further reach than the investment.”Relevant References‘The Experience Maker: How To Create Remarkable Experiences That Your Customers Can't Wait To Share' Dan Gingiss [2021]‘Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media' by Dan Gingiss [2017]Connect with DanBuy "The Experience Maker" by Dan Gingiss HERE Follow him on Twitter or InstagramReach out via Linkedin

Learn about how one restaurant is taking accessibility to new heights, putting the “customer” in “customer experience,” and what loyalty looks like when price doesn't matter. Bite-Sized Delight From the Episode: • Accessibility Needs to Be Part of Your Customer Experience - Contento (a restaurant in New York City) excels at creating remarkable experiences for all patrons and especially those in wheelchairs as reported by Pete Wells in his article for The New York Times, "Accessibility Is a Right. This Restaurant Treats It That Way." • Forget What You Think, What Do You Know?! - Annette Franz's book, Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business, emphasizes the importance of listening to your customers and incorporating their input into your experience design. • Increased Value Counters Price Increases - Amazon Prime realizes that they can increase prices for their subscription as long as they keep increasing the value of the membership. Are You Looking for Things We Referenced? • "Accessibility Is a Right. This Restaurant Treats It That Way." - by Pete Wells in the New York Times • Pizzability - Experience This Show!, Season 4, Episode 82 • Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business - by Annette Franz • Conversation Corner with Help Scout • Amazon Prime • Rate and Review The Experience This! Show Learn more about the Experience This Show and the hosts:  Joey Coleman  Dan Gingiss  

Today I am very excited to introduce you to Priscilla McKinney, CEO of Little Bird Marketing and host of the Ponderings from the Perch podcast. As you will hear in our conversation today, I love how thoughtful Priscilla and her team are about those brain associations and little play on word moments, like calling the podcast "Ponderings From the Perch" when the company is "Little Bird" Marketing, which is, of course, an extension of the benefits of word of mouth and the saying that "a little birdie" told you something. (Did you see how I extended that in the art for this episode…?) This builds upon Dan Gingiss' insights on creating remarkable experiences that people can't wait to share and his WISER framework. It is witty and engaging to have little easter eggs like this. It helps people feel like they know you and want to connect more. Priscilla and I talk about this, her background in anthropology, how that helps her bring the “human factor” back into brands, and so much more during our conversation today. You don't want to miss it! Show Notes: [00:41] Today I am very excited to introduce you to Priscilla McKinney, CEO of Little Bird Marketing and host of Ponderings from the Perch podcast.  [03:35] Priscilla shares about herself and her background. She studied cultural anthropology and is now a CEO of a digital marketing agency. [04:27] Every company should have a clear and effective marketing plan. Forget what everyone else is doing and think about what you need to do to drive revenue.  [06:51] Priscilla found herself in marketing after naturally doing it on the side.  [09:50] Quit marketing to everybody and think of who the most ideal person is. [10:51] Observe people in their natural habitat and understand what is convenient, natural, and helpful for them. What delights and engages them?  Once you understand this, start building a plan to attract those people.   [13:43] When your best and brightest clients start talking, listen and figure out what is frustrating to them.  [15:58] Too many people are not social on social media.  [18:46] That amplification of your thought leadership is where you can't help but see things a little differently.  [19:40] 92% of people who are engaged online want to deal with the person who is acknowledged or perceived as the thought leader in their industry.  [22:58] You have to be willing to be a little bit different than everybody else.  [25:43] Priscilla shares the background behind her business name and brand: Little Bird Marketing.  [26:52] Fidelity to your brand is something that really takes effort.  [28:27] Melina shares her favorite ad campaign of all time.  [30:25] Priscilla shares her favorite ad campaign of all time. [31:55] Fun is such an important part of engaging with other people.  [32:47] Priscilla shares examples of how she used personas in the past.  [35:26] Speaking to the real heart of the problem is the one thing in persona work that can overcome any other obstacle. (And what most brands get wrong.) [37:51] Pricing is not about the price. Oftentimes we haven't done a good enough job making them feel like they need this and you.  [39:40] Creating personas isn't enough–you need to use them. Keep them central to everything you do. [41:52] People are going to get to your 404 page but you don't want it to be a bad experience. (Check ours out for inspiration.) [43:45] Priscilla is going to be MCing Greenbook's IIEX North America in Austin this year.  [45:28] Melina is going to be speaking at IIEX North America in Austin and IIEX Europe in Amsterdam. Come join us! [48:31] Priscilla has lots of great resources to polish your marketing.  [49:45] Melina shares her closing thoughts.  [52:00] If you enjoy the experience I've provided here for you, will you share about it? That could mean leaving a rating/review or sharing the episode with a friend (or 10!) Thanks for listening. Don't forget to subscribe on Apple Podcasts or Android. If you like what you heard, please leave a review on iTunes and share what you liked about the show.  I hope you love everything recommended via The Brainy Business! Everything was independently reviewed and selected by me, Melina Palmer. So you know, as an Amazon Associate I earn from qualifying purchases. That means if you decide to shop from the links on this page (via Amazon or others), The Brainy Business may collect a share of sales or other compensation. Let's connect: Melina@TheBrainyBusiness.com The Brainy Business® on Facebook The Brainy Business on Twitter The Brainy Business on Instagram The Brainy Business on LinkedIn Melina on LinkedIn The Brainy Business on Youtube Join the BE Thoughtful Revolution – our free behavioral economics community, and keep the conversation going! More from The Brainy Business:

Dan Gingiss is an international keynote speaker and coach who believes that a remarkable customer experience is your best sales and marketing strategy. Dan's first job out of college was a marketing position. What he realized was creating the ultimate customer experience - being observant and treating the customer the same way you like to be treated, is the best marketing strategy of all.In This Episode:Life lessons learned from attending summer campWriting as a form of communicationCommunicating in a way that all people can understandSolving business problems through the customer lensHow to get everyone in an organization to care about the customerTreating employees and customers as our most important assetHow small businesses can create the ultimate customer experienceThere are no one size fits all solutions

Dan shares examples of customer experience done right, how to approach CX, and how it's tied to employee experience with insights from his bestselling book, The Experience Maker.

“Find your slice of cake & a candle and transform it into chocolate box & a sparkler”The CX Goalkeeper had a smart discussion with Dan GingissDan Helps Companies Make Customer Experience Their Best Sales & Marketing Strategy. He is a Keynote Speaker, an Author and a PodcasterThis is the second episode. The first one was published last week.In this episode you will learn about:- Dan's latest book: The Experience Maker: how to create remarkable experiences that your customers can't wait to share- how the get WISER - 5 key words to create remarkable experience:- the definition of WISER – Witty, Immersive, Shareable, Extraordinary and Responsive- the “Dubrovnik Principle”… and much moreadditional information: www.cxgoalkeeper.com/dangingiss2Thank you, Dan!#customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast

“Find your slice of cake & a candle and transform it into chocolate box & a sparkler”The CX Goalkeeper had a smart discussion with Dan GingissDan Helps Companies Make Customer Experience Their Best Sales & Marketing Strategy. He is a Keynote Speaker, an Author and a Podcaster.The discussion with Dan was split in 2 episodes. This is the first one... stay tuned for the second one next week.In this episode you will learn:- What remarkable experiences are and why they are relevant- The required balance between acquisition and retention- The concept of the leaky bucket… and much moreLooking for more? www.cxgoalkeeper.com/DanGingissHow to contact Dan:https://twitter.com/dgingisshttps://dangingiss.com/Thank you, Dan!#customerexperience #leadership #cxgoalkeeper #cxtransformation #podcast

Today's guest is Dan Gingiss, The Experience Maker. We will discuss how you can turn your business into the kind of business people will want to do business with initially and continue doing business with over time. This is critical if you are going to grow your business. You can't afford to be the leaky boat: a business that takes on new customers and loses them because they are unhappy with some aspect of dealing with your business. This is not all about customer service, but the entirety of how customers perceive dealing with you. If you're in a tough competitive market, this is an opportunity to set yourself apart and create distance between you and your competitors and win more business. For more than 20 years, Dan has led marketing teams in nearly every marketing channel. He also served in multiple customer service and customer experience leadership roles. Dan combines his professional experience at brands like Discover, McDonald's and Humana with real-life examples from B2C and B2B companies of all sizes to recommend actionable, profitable CX solutions. To learn more about Dan and how he can help your business, visit www.dangingiss.com.

Dan Gingiss is a customer experience expert, speaker, author, consultant, and podcaster. His latest book, The Experience Maker, shares how companies can create remarkable experiences that are worth sharing by their customers. In this interview, Dan makes a compelling case that customer experience should be woven directly into the core components of your business, not seen as an afterthought if you have time and the resources to do it. Dan walks us through the WISER method, which stands for witty, immersive, shareable, extraordinary, and responsive. We cover examples from a wide variety of industries, and there are so many takeaways from this conversation that you can implement into your business, with little to no cost.

In this episode with talk with Dan Gingiss, Customer Experience Expert and Author of The Experience Maker.  We discuss the importance to focus on your current clients/customer's experiences to grow your business.Buy The Experience Maker#SponsoredConnect with Dan:www.dangingiss.comLinkedInBio:Dan Gingiss is an international keynote speaker and customer experience coach who believes that a remarkable customer experience can be your best marketing. His 20-year professional career consistently focused on delighting customers, spanning multiple disciplines including customer experience, marketing, social media and customer service. He held leadership positions at three Fortune 300 companies – McDonald's, Discover and Humana.Dan is the author of two books, 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 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.Support the show

Dan Gingiss is an international keynote speaker and coach who believes that a remarkable customer experience is your best sales and marketing strategy. His 20-year professional career included leadership positions at McDonald's, Discover and Humana.Dan is the author of two books, The Experience Maker and Winning at Social Customer Care, and is the host of two shows, the Experience This! podcast and The Experience Maker LinkedIn live show.In This Episode:From corporate marketer to customer experience expertThe importance of listening, patience and empathy in customer serviceThe shift from companies to “brands”The brand is the reputation of the companyCustomer experience as a competitive advantageBeing responsive to the customer on whatever channel they engage with you onMaking the customer feel “seen”Opportunities to personalize the customer experienceVoice of the customer and actions of the customerTaking ownership of going bald

Dan Gingiss is an international keynote speaker who believes that a remarkable customer experience can be your best marketing.  IN THIS EPISODE, DAN TALKS WITH LYNN ABOUT: Getting your customers to talk positively about your brand How to reach companies: try private channels first The W.I.S.E. strategy: Witty, Immersive, Shareable, Extraordinary The importance of rectifying a poor customer experience The massive power of experience

Most CMOs accept that with intense global competition and increased commoditization of products and services, the final frontier in differentiation is in the customer experience. This is the basis of what customer experience marketing is all about, and today we have the world's leading expert on the subject, Dan Gingiss, who just wrote the definitive book on the subject, The Experience Maker. In our conversation we take customer experience marketing one step further to unpack the natural intersection it has with influencer marketing, and how companies can begin to treat their customers as influencers and encourage them to incite word-of-mouth marketing. For more information: •Dan Gingiss: https://dangingiss.com •The Experience Maker: https://dangingiss.com/the-experience-maker-book/ •Amanda Russell: https://amandarussell.co •Neal Schaffer: https://nealschaffer.com Learn more about your ad choices. Visit megaphone.fm/adchoices

You don't get three strikes. You really only get one.Few of us remember the last extraordinary experience we had with a brand, but all of us remember the last negative one.How do we create customer experiences that are remarkable?In this episode, we interview Dan Gingiss, Chief Experience Officer at The Experience Maker and author of The Experience Maker, about the four keys to creating experiences that customers want to talk about.Join us as we discuss:-The WISE acronym: witty, immersive, shareable, and extraordinary-Actionable examples that don't take millions to implement-The unsung importance of being shareable-The role of AI in creating WISE experiencesKeep connected with Conversations That Matter at Apple Podcasts, Spotify, or www.uniphore.com.

No one shares an average experience; they share things they love and things they can't stand. When you create a remarkable experience for your customers, they become your best marketers. On this episode, host Shawn Nason sits down with international keynote speaker, author, and customer experience coach Dan Gingiss, who explains why creating remarkable customer experiences is a company's best option for their sales and marketing strategy. 1shALtponNScsHTyqd8m Learn more about your ad choices. Visit megaphone.fm/adchoices

How does a company create an experience so extraordinary that people want to talk about it? Join us as we sit down with author, speaker, and consultant Dan Gingiss to discuss the secret behind crafting remarkable customer interactions. In this episode, we talk about Dan's new book, how McDonald's could do better, and what a taco truck can teach us about the customer experience. Additional Links & Resources: Learn more about Supply Chain Now: https://supplychainnow.com/program/supply-chain-now Subscribe to Supply Chain Now and all other Supply Chain Now programs: https://supplychainnow.com/subscribe (https://supplychainnow.com/subscribe) UPS Supply Chain Solutions Virtual Connect: https://hopin.com/events/supply-chain-virtual-connect-2?ref=b748cd994367#sponsors (https://hopin.com/events/supply-chain-virtual-connect-2?ref=b748cd994367#sponsors) Register for the 2021 Supply Chain Insights Global Summit: https://lnkd.in/dMYq3Rv (https://lnkd.in/dMYq3Rv) Register for the OMNIA Partners Connections Conference: https://bit.ly/3jHlwdv (https://bit.ly/3jHlwdv) WEBINAR- A Data-Driven Approach to Smarter Deals: https://bit.ly/2VYRQiD (https://bit.ly/2VYRQiD) WEBINAR- State of the Supply Chain Report – Priorities for Building Resiliency in Your Supply Network: https://bit.ly/2XIRZHf (https://bit.ly/2XIRZHf) 2021 Supply Chain and Procurement Awards: https://lnkd.in/gxp7bQy (https://lnkd.in/gxp7bQy) Download the 2021 Q2 U.S. Bank Freight Payment Index: https://bit.ly/3f1LO6S (https://bit.ly/3f1LO6S) This episode was hosted by Scott Luton. For additional information, please visit our dedicated show page at: https://supplychainnow.com/create-memorable-customer-experience-714