Podcasts about social customer care

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! **

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

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

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.

How can (and should) companies create memorable experiences that people want to SHARE? You'll learn it's not terribly difficult. And, when done consistently, it can yield some pretty awesome results! Our guest on this episode is a friend of the show who was a guest back in Season 3 (episode 44!) -- we discussed how customer experience really is marketing. This is Dan's wheelhouse and he shares so many amazing examples with us about how word-of-mouth marketing really is the best kind.   “A great customer experience strategy is the best way to get people talking about a brand.” Our guest... Dan Gingiss  Dan 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. His book reco: Big Little Breakthroughs by Josh Linkner   We are "Making a Marketer"... in all ways. Check out episode 96 -- and please take a minute to follow, rate, & review us on iTunes & get each ep. when it drops! https://bit.ly/mamITuneNEW ::: This episode is made possible by Powers of Marketing - emPOWERing strategic communication ::: ** Our show music is provided by our GIFTED editor, MUSICIAN, Avri. Check out his song, "Too Close"! **

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

In this Expert Insight Interview, we welcome Dan Gingiss, author of Winning at Social Customer Care and The Experience Maker: How to Create Remarkable Experiences that Your Customers Can't Wait to Share.

When it comes to marketing, word of mouth is considered the Holy Grail. There's nothing better for companies than customers sharing experiences and talking with family and friends.  And that often comes from customer experience efforts, not traditional marketing campaigns. Dan Gingiss, author of The Experience Maker and Winning at Social Customer Care, says that CX and marketing are coming closer and closer. In many ways, CX is one of the most powerful tools for marketing. A great customer experience strategy is the best way to get people talking about a brand.  The key is to create remarkable experiences that customers want to share. Gingiss calls it the WISER method: Witty, immersive, shareable, extraordinary, responsive.  Great experiences don't have to use all of the WISER elements, but the letters build on each other so that the best experiences use all of them. Including more elements of the WISER framework creates a stronger connection with customers that they will remember and want to share.  The first element of the WISER method is what all remarkable experiences have in common--they are witty. Gingiss clarifies that being witty doesn't mean being hysterical, but rather being clever and creative. Customers will never share or talk about an experience they think is boring.  Being witty and creating remarkable experiences requires creativity. These days, everything is a potential experience--from a product's packaging and online presence to its physical display in a store. Something as simple as a witty catchphrase on a package creates a memorable experience that customers want to talk about and share.  With so many competing voices, customers are most likely to trust people they know. Brands that can create memorable experiences and get customers talking and sharing build unique connections that can transform into loyal customers and growth opportunities. To create remarkable experiences, think WISER and look for ways to turn everything into an experience.  _______________ Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. For regular updates on customer experience, sign up for her weekly newsletter here.  Join the waitlist now for the new Customer Experience Community here. 

Dan Gingiss, Chief Experience Officer at The Experience Maker and keynote speaker, joins this episode of Social Pros to throw the spotlight on the customer experience. Huge thanks to our amazing sponsors for helping us make this happen. Please support them; we couldn't do it without their help! This week: Salesforce Marketing Cloud Full Episode Details Dan Gingiss, Chief Experience Officer at The Experience Maker, is a keynote speaker and author of ‘Winning in Social Customer Care'. His latest book, ‘The Experience Maker' offers fantastic insights into how to build remarkable experiences for your customers. He joins the Social Pros podcast to give us a sneak peek at the wisdom he's packed into his latest book. Dan discusses the importance of customer experience and how the pandemic only highlighted this. While there's a lot of competition in many industries, there's not much competition when it comes to providing a fantastic customer experience. Dan talks about how we're often disappointed by brands and that one clear way to stand out is to go beyond customer expectations. Dan takes Social Pros listeners through the WISE system of creating content and communicating with customers, and why good customer experience starts with good employee experience. In This Episode: 4:40 – Why there's an ongoing need for books about customer experience 9:23 – How you can still overdeliver on social media to keep customers happy 12:22 – Why you can't do good customer experience without good employee experience 15:11 – How a focus on customer acquisition rather than retention affects the customer experience 21:03 – How Dan feels about brand voices on social that don't match the brand 24:05 – Dan explores some examples of brands that are getting it right 26:45 – Why marketing's job has always been to promise the customer experience 28:24 – The most important metrics for social media 31:38 – Why CEOs are overlooking the ROI of satisfied customers 32:27 – Why Dan thinks using social to sell is the wrong approach 33:30 – Why customers and brands now prefer direct messages on social media 36:46 – Dan's top tip for someone looking to become a social pro Resources Get the new State of Marketing report for free from Salesforce The Experience Maker by Dan Gingiss Winning in Social Customer Care by Dan Gingiss Visit SocialPros.com for more insights from your favorite social media marketers.

Creating Consistent Exceptional Customer Experiences   Shep Hyken interviews Dan Gingiss, an international keynote speaker, coach, and author of The Experience Maker. They discuss how to create experiences that customers want to talk about.  Top Takeaways:   o An Experience Maker is that person in an organization that wears the customer hat at all times. They think through every business problem from a customer's perspective. o Each person in the company should be an Experience Maker. Even those working in the back office without direct customer interaction should always have the customer in mind. o All marketers want the elusive goal of word-of-mouth marketing. It's not about the next marketing campaign or splashy video. It is creating consistent, exceptional experiences that get customers to talk about your brand. o WISER is a framework that companies can use to create experiences that people want to talk about. It means: ·   Witty - This is not necessarily about humor or being funny. Being witty as a brand is about being clever, using language to your advantage, and refusing to be boring. ·  Immersive - Create consistent experiences that people connect with emotionally. ·  Shareable - Give people a subtle nudge to share their customer experiences with others. The more brands tell people to share about them on social media, the less likely they are to do it. · Extraordinary - Be just a little bit better than everyone else. ·  Responsive - Be engaged with customers when they engage with you. o Be a customer of your own company so you can see what your customers see. This is how you can uncover your customers' pain points, the things that you are doing well, and the things that you should be doing more of.  Quotes:     "Every decision a company makes affects the customer. An Experience Maker makes sure that these decisions have a positive impact."  About:   Dan Gingiss is an international keynote speaker and coach. His 20-year professional career included leadership positions at McDonald's, Discover, and Humana. He is an author of two books (The Experience Maker and Winning at Social Customer Care) and the host of multiple podcasts and video series. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Social Insights ทำ survey กับผู้บริโภคเพื่อสรุปความรู้สึกของพวกเขาที่มีต่อแบรนด์เกี่ยวกับการดูแลลูกค้าผ่าน Social media

DMN146 ความสำคัญของ social customer care ต่อการทำการตลาดดิจิตอล by Narongyod Mahittivanicha

Dan Gingiss - Chief Experience Officer at The Experience Maker. Dan talks about the time he delivered pizza to Michael Jordan and how CX can be the best sales and marketing strategy.

In this episode, Dave Murray talks with Dan Gingiss, speaker, consultant, and the author of Winning at Social Customer Care. He also co-hosts Experience This! Podcast.  Dan has a 20-year experience in Corporate America, mostly as a marketer, and eventually as a customer experience guy. He worked at large companies such as McDonald's, Discover, and Humana as well as some smaller startup companies. Dan has served different roles throughout his career.  Dan has been in the same chairs of the people he talks to, which is what he believes has made him a better speaker and consultant. Dan will also be on the main stage of the Customer Service Revolution Conference on October 7-8, 2020 in Cleveland, Ohio.  In this episode, you will hear: Finding that “one thing” when attending conferences How to address customer pain points How to get rid of the “gamers” without affecting the rest of your customers How remarkable customer experience can become your best marketing tool Why a final impression is just as critical as the first How you can win at social customer care Journey mapping best practices How to find employees who possess empathy Why you need to hire employees who have good writing skills How businesses can respond to the COVID-19 pandemic from a customer experience lens   Resources mentioned: The DiJulius Group Dan’s book, Winning at Social Customer Care Experience This! Podcast: https://www.experiencethisshow.com/ Experience This! Podcast Episode 94: The COVID-19 Experience: https://www.experiencethisshow.com/episode-94-the-covid-19-experience/   *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com   

In this episode of the #CX series, Ethan Beute, Chief Evangelist at BombBomb, talks with Dan Gingiss, a CX and marketing speaker and consultant at Winning Customer Experience and author of Winning at Social Customer Care about the two keys to creating and delivering an extraordinary customer experience. Hear more episodes of Ethan's podcast, The Customer Experience Podcast! Use the following links to subscribe in your favorite podcast player: Apple Podcasts Spotify Sticher Google Play Google Podcasts Want to get a no-fluff email that boils down our 3 biggest takeaways from an entire week of B2B Growth episodes? Sign up today: http://sweetfishmedia.com/big3 We'll never send you more than what you can read in < 1 minute.

How many of you feel that your social media engagement is dropping constantly compared to before? With so much noise around social media and strategies for branding, marketing, and customer service on social, it’s high time we got some advice from an expert on how to truly deal with customer experience on social. In this episode, Dan unveils a winning formula to influence customer love on social also talks about how you can make your brand lovers be louder than your haters. Listener Notes - 1.06 - Social media’s growing role in the overall customer experience 3.20 - Using social media as a medium to test and scale marketing, positioning hypothesis 6.15 - Managing crisis on social 11.53 - Hiring for a stellar social media team and ensuring that they align with the marketing and support folks. 17.18 - Shift in focus from one-to-many broadcast to one-to-one messaging on social 21.30 A winning formula to influence customer love on social - how do you make the lovers to be louder than haters. 27.30 - One advice to sustain your social media strategy 30.02 - Dan’s take on influencer marketing and its impact on your branding efforts

อ่านเพิ่มเติมได้ที่ https://www.twfdigital.com/blog/2019/01/social-customer-care-interesting-data/ Music credit: The Imperial March (Star Wars) by John Williams

Wondering how social customer care improves your marketing results? Want tips for acquiring and retaining customers? In this episode, I interview Shep Hyken, a customer service and experience expert.  Sponsored by Social Media Marketing World: http://www.socialmediaworld19.com Show notes: https://www.socialmediaexaminer.com/334

In pieno clima e contesto autunnale, reduci dai primi malanni di stagione, abbiamo scelto #cura come buzzword della settimana. Cura dei dettagli, cura del cliente e terapia per guarire da una comunicazione un po' malandata. Per "Contaminazioni" il mondo della medicina: prima di prescrivere un farmaco è opportuno fare la giusta anamnesi, prescrivere delle analisi e una cura personalizzata. Per "Geniale!" i vantaggi del social customer care. *** Il libro di Giada "Customer Experience" lo trovi qui https://amzn.to/2AKXirO, ma se vuoi uno sconto speciale scrivici a buzzword@contenthub.it. Premiamo i nostri buzzascoltatori con una offerta speciale!

 A free-form Friday episode. On Friday we go freestyle and talk about whatever we want. Because it’s Friday! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now  bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days of signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell! GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle. CraftBeerClub.com: Good People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order. OneTravel: Search and compare flights from over 450 airlines. The Socially Supportive Podcast is part of the C-Suite Radio Network Announcements: Catch me on Twitter! @FSaucier New Book coming soon: What Customers Want “My

► If you enjoyed this episode, check out show notes and more at: www.oeminteractive.com In this episode we discuss: Social Customer Care (always be accessible) -Engage with everyone. -Respond to complaints and questions immediately, as in minutes, not hours or days. -Failing to respond to any customer can cost you not just that customer's business, but the business of anyone who has seen the complaint and lack of response. Personalization (this can help make a good customer experience, a great customer experience) -Instructional videos -Unique promos -Handwritten letters Say Thank You (personally calling your customers to say thank you for their business.) Appreciation Emails -Monthly customer appreciation emails. Never Assume —Listen to what your customers are saying. Survey's Thank you for watching this video. We hope that you keep up with the monthly videos we post on the channel, subscribe, and share your learnings with those that need to hear it. We hope to hear your thoughts and comments, so please take a second and say, ‘Hey'! — Who is OEM Interactive and what is The Pit Stop Podcast? Learn and hear the latest trends, tips and strategies influencing the online auto parts industry. At the #PitStopPodcast, we provide actionable tips on how to sell more automotive parts and accessories online. OEM Interactive is a digital marketing agency that works solely in the e-commerce automotive parts industry. With over 15 years of experience, we have helped numerous dealerships sell millions of dollars in online parts and accessories. — Follow OEM Interactive Online Here: Website: www.oeminteractive.com Twitter: twitter.com/oeminteractive Facebook: www.facebook.com/oeminteractive Instagram: www.instagram.com/oeminteractive Soundcloud: @oeminteractive LinkedIn: www.linkedin.com/company/oeminteractive

A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now  bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every…

A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now  bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every account…

A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now  bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every account…

Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media by Dan Gingiss Click here for show notes! https://www.salesartillery.com/marketing-book-podcast/winning-at-social-customer-care-dan-gingiss

A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now  bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1…

A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now  bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every…

A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now  bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1…

A Tech Tuesday Episode. All things Technology related to providing digital customer service. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now  bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every account features…

A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now  bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every…

A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now  bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every…

A Thoughtful Thursday Episode. On Thoughtful Thursday we discuss deep thoughts including overarching strategy and organizational structure. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now  bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every…

A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! ParknFly: Save 10% off Posted Rate Reserve Now  bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1…

In this special episode of the Social Pros Podcast, Jay and Adam speak with a wide range of guests to discuss the importance of social and where it might be heading in the coming year.   Special thanks to our sponsors: Salesforce Marketing Cloud (Magic Moments: How to Create Inspired Marketing to Amaze Your Customers: candc.dl/amazecustomers) Convince & Convert (Experience This! Show: experiencethisshow.com) Yext (The Everywhere Brand: http://offers.yext.com/everywherebrand)   In This Episode Mark Josephson — CEO at Bitly Kriti Kapoor — Head of Social Customer Care at Microsoft Tim Washer — Keynote Speaker/Event Emcee/PowerPoint Comedian at Ridiculous Media Kelley O’Brien — Director of Interactive, Digital, Social at Krispy Kreme Laurie Meacham — Manager Customer Commitment at JetBlue Airways Brooks Thomas — Social Business Advisor at Southwest Airlines Visit SocialPros.com for more insights from your favorite social media marketers.

Dan's 20-year career has consistently focused on delighting customers, spanning multiple disciplines including Social Media, Customer Service, Marketing, and Digital Customer Experience. Dan is the author of the new book, Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media, which is available on Amazon. He also co-hosts the Experience This! podcast, a weekly look at what’s working – and not working! – in the world of customer experience. Previously, Dan hosted the Focus on Customer Service Podcast, where he interviewed nearly four dozen brands which are renowned for outstanding customer service in Social Media, garnering tips and best practices. The podcast was named one of "The 50 Best Customer Retention Podcasts to Help You Attract, Engage and Retain Customers" by NGDATA. A frequent conference speaker, at conferences such as: Social Media Marketing World, Social Shake-Up, Corporate Social Media Summit, The Customer Service Summit, The Secret Service Summit, and more, Dan has also been named to several notable industry lists, including:   "The 30 Most Influential People in Social Customer Service" by Conversocial "The Top 15 NPS & Customer Service Thought Leaders to Follow in 2017" by CustomerGauge   Dan has also been responsible for Social Media, digital marketing, and customer experience at several Fortune 300 brands, including being the Senior Director of Global Social Media at McDonald’s Corporation, Head of Digital Marketing at Humana and Head of Digital Customer Experience and Social Media at Discover. He played a key role in Discover winning its first J.D. Power Award for “Highest in Customer Satisfaction.” Dan also holds a B.A. in Psychology and Communications from the University of Pennsylvania, and he has an M.B.A. in Marketing and Strategy from the Kellogg School of Management at Northwestern University. He resides in Chicago with his family and is an avid Cubs fan.   Questions   Tell us a little bit about yourself and your journey What are some tips for an organization who is now embarking on using social media as a part of their marketing tool or their marketing strategy? What are some of the main things you have noticed over the years as being in customer care on social media? Why do you think people tend to flock to social media? How do you stay motivated every day? What is one online resource, website, tool or app that you absolutely cannot live without in your business? What are some of the books that have had the biggest impact on you? What is the one thing in your life right now that you are really excited about – something that you are working on to develop yourself or people? Where can our listeners find you online? What is one quote or saying that you live by or that inspires you in times of adversity?   Highlights   Dan Gingiss has been a marketer for more than 20 years and the role that really pushed him into customer experience was at Discover Card. He was recruited into a role in the digital team and asked to lead Digital Customer Experience and it was interesting to him because the guy that recruited him there who is the Chief Digital Officer noticed something about him or was able to verbalize something about him that he had not actually figured out about himself yet and he said that the reason why he wanted him to lead this with very little digital experience on his resume was that he had a unique ability to always be wearing the customer hat in almost every meeting he was in. And so, as he thought about that he was like, “Yeah, that actually is me.” He loves to put myself into the customer's shoes and try to be the customer so that he knows what it is that he’d like to see or what he’d like to experience and that helps him to design better experiences so that was a really fun role for him because his team was leading the website and eventually the mobile app. And just to give an idea, Discover which is not even one of the biggest Credit Cards in the U.S. gets almost 50 million logins a month on their website. So, it is the key way that customers engage with their Credit Card company. And so, there's so many opportunities to improve and develop new experiences as they do that. So that was his role. It also got him into Social Media and in Social Media as a marketer, the thing that interested him the most was that it's the first and only Marketing Channel where people can actually talk back to you. So, every other Marketing Channel the brand gets to have a megaphone and kind of shout its message at people and people either have to listen or perhaps they can turn off or change the channel. But this is the first channel where people can talk back to and that was immediately fascinating to him because he knew that companies that engage with their customers were going to be differentiated and that in itself was a way to improve the customer experience. So, that's kind of how he got into this and from there it's just been something that he has been fascinated by. He has written about it, he has been podcasting about it, and it continues to be a topic that he thinks is absolutely critical for virtually every business out there.   Yanique mentioned that the whole platform of customer experience over the years clearly has changed as indicated in the introduction where Dan said before traditionally marketers would be using a megaphone and kind of shouting their messages to the customer. A big part of customer experience now especially with Social Media is that the customer now has a platform by which they can express their voice and so testimonials have become such an integral role in terms of customers making decisions. It's no longer what you say the brand is but it's not what your customers say the experience and the brand experience is like.   Dan agreed and stated that we all expect that when we go to a business's website, that website is going to tell us great things about the business because it's speaking, so we're used to that. And that's a good first step to figure out what it is we're getting ourselves into but with almost any product or service the very next step is to figure out what other people are saying and whether that's a ratings and reviews site or it's looking up the company on Facebook or on Twitter. These are really important steps in the buying journey. And so, the extent to which companies can ensure that as prospects go through that buying journey they're hearing good things about their company or if they're hearing complaints that they're seeing a company that cares enough to listen to those complaints and respond to them. That's becoming really critical and he thinks the companies that are figuring it out are the ones that are getting more business because people are taking into consideration besides price and product, they're taking into consideration the willingness of the company to engage with me if I have a problem as a as a big part of the decision.   Dan stated that when social started that's exactly what brands did is they said, “Hey, this is another way for us to shout our message at the masses.” It's a cheap way for us to do that especially back in the day before it became mostly a paid channel. And he thinks that they quickly figured out that this was a different kind of channel and that customers were not going to stand around for just hearing marketing messages. If you think about it, what's amazing about Social Media is that all the power has shifted from the company to the customer, the customer at any time can unfollow a company or just not pay attention to it anymore. And as we all know when we look at our streams and Facebook and Twitter we're seeing a lot of content. So, it's very easy for us to just scroll past it if it's something we're not interested in but he does think that more and more customers as they're evaluating companies they want to do business with are looking at their social presence to make sure that it isn't just marketing and to make sure that when people do bring questions or complaints to their attention that that company is engaging back. It is a new world in which consumers want to have a relationship with companies and that relationship is two way and it involves being able to have a conversation with the brand. When I want to and where I want to. And so, looking on the Twitter feed or the Facebook feed to make sure that a company is willing to do that as he said he believe is becoming more and more part of the decision-making process.   Yanique mentioned that one of the things that her customers sometimes ask her and as an expert in Social Media Customer Care, she would love to hear his feedback on it. Typically, what do you think is the global standard or do you think it should be a standard based on the industry that you are in if you post complained or comment on someone's social media page. What is a standard time within which they should get back in touch with you. Is it immediately? And when we say immediately, what do we define that as, 24 hours, an hour, 30 minutes?   Dan stated that the time to get in touch with a customer after a complaint or comment was posted does differ slightly by industry. He would say that best in class is 15 minutes or less. He doesn’t think that people expect instant yet unless they're on a channel like a live chat. But he thinks 15 minutes or less is considered best in class. Now there are some caveats to that. If you are an international airline that operates 24 hours a day you know the expectation is that you are available 24 hours and that you're responding quickly because your customers might be stranded in an airport having just missed a flight and they cannot wait for a response. If you are a mom and pop retail store that has one location that's open from 10:00 am to 5:00 pm every day, there's probably not as much expectation that you are responding 24/7. And into that kind of a company he would advise that as long as you are upfront with your customers about when you're available and you set expectations properly it's absolutely fine for you not to be available all the time. The challenge is that more and more consumers are evaluating every company they do business with in comparison to every other company they do business with. If you are a restaurant, you're not necessarily being compared to another restaurant, you're being compared to Amazon or Sprint or Comcast or whatever company. I just had a really great experience with on social media and who answered my question in 15 minutes or less. So that's the challenge is that you don't get to say, “Well. I'm just a small restaurant.” And so, my customers’ expectations aren't as high because unfortunately you're being compared to all those other companies. Now the good news is those other companies are also being compared to you. So, when he goes into a restaurant and he has a really nice waiter or waitress and the food is delicious and the overall atmosphere and experience are fantastic, the next day when he walks into the Sprint store or some other place, he is comparing that experience to what he just had at the restaurant. So, he thinks that the short answer to the question is, he has always tried it at the companies he has been at to aim for 15 minutes or less, that is best in class across all industries but certainly depending on the size of your company, the size of your customer base and your hours of operation. There's flexibility there.   Dan stated he has an easy equation that he has in his book and for those of who don't like math don't worry you're not going to be overwhelmed. The equation is that expectations plus emotions equals a willingness to share. When companies exceed customer expectations we make them happy. And unfortunately, today they're still surprised at that because companies don't exceed expectations very often and when we have a great experience we are more than willing as customers to share that publicly because it is still a unique thing to have a great experience. When companies only meet expectations or barely meet expectations, you created a motion that's really blahhh, nothing and an okay experience, there's no reason to share that. Why would anybody want to tell their friends about an OK experience. But when companies miss expectations we make customers sad or worse angry. And unfortunately, there's a very high willingness to share there as well. So, his advice to companies is to make sure that your positive experiences outweigh your negative experiences and you will have more positive sentiment on Social Media than negative because your fans will be louder, your lovers will be louder than your haters. And that's hard to do because especially as your business gets bigger you are going to make mistakes, you are going to miss customer expectations. But even then, you have such an opportunity in a public space like Social Media to show that you care, to show that you have empathy and to make it right. There's countless occasions where he has seen companies turn negative detractors into positive advocates just because they are responsive and willing to help.   Yanique stated that Dan mentioned one very important word that she thinks is critical to achieving customer experience and building loyalty. And that's empathy. And asked if he could just share with us what are his views on empathy and why is it even necessary in our customer service environment regardless of the industry that you're in?   Dan stated that it goes back to what he was describing before is the ability to step into the customer's shoes. He thinks that very often companies create products and services and even worse processes that they haven't actually as consumers gone through themselves. So, they make a lot of sense to the company but as a consumer you're stuck going through a process that is difficult or time consuming or doesn't make sense. And when you have a complaint, what you want is somebody to listen to you and to believe your complaint and to be willing to help and all of that kind of gets wrapped up into empathy and the best customer service agents are the ones that are able to step into a customer's shoes, understand that they're frustrated and be willing to try to help them. When people ask him what kind of people you look for in Social Customer Care. He always says you want to look for the customer service qualities first among which empathy is one of the top things to look for because you can teach almost anybody how to do Social Media. It's very difficult to teach empathy and it's very difficult to teach someone to be great at customer service, to want to solve customer problems, to be willing to listen, to be willing to remain objective and not get emotional when a customer is upset. These are things that are really tough to teach and they're kind of innate in people. But when you find those people that are good at that you can teach them Twitter and Facebook, that's pretty easy. He believes that empathy is one of those things that customers are looking for when they're frustrated and when they find it, it eases their frustration and again can make them actually turn the negative experience into a positive one.   Yanique reiterated by saying you take the same approach that you would take to employ someone that you are putting face to face in front of your customer with the right attitude. And then you can teach them the technical skills but that same characteristic that you're looking for in that individual that's who you're going to put in front of your Social Media as well.   Dan agreed stated that when you've got people answering in Social Media they are the face of your brand. The other thing he advise for social agents in particular is to make sure that they're good writers which is something that you don't need necessarily in a phone agent but when you see companies responding to customers and there are spelling and grammar errors that's a reflection on the company and so the people that you select for this really important role, they've got to be good writers, they have to be able to show empathy and patience and caring and a willingness to solve problems because all of that is reflective of your brand.   Yanique stated that the book actually covers a lot of the areas that Dan speaks to. She is encouraging listeners that are going to have the opportunity to listen to this podcast. This book was actually written by Dan and Jay Baer wrote the foreword to the book. Jay Baer was a past guest on our podcast couple months back so you can always archive one of those podcast episodes and listen to Jay. But it's important and just wanted to emphasize to our listeners that this is an awesome book. It focuses on a lot of areas and questions that Dan may not be able to fully answer in this podcast, he's only touching on little areas but he goes deeper in the actual book Winning at Social Customer Care. So, she would encourage all of you and have the opportunity to listen to this episode to head on over to Amazon and purchase this book because this could be your winning tool for 2018.   Dan stated that he stays motivated because he thinks that customer experience is still in its infancy. He thinks we've been talking about it now for a couple of years as being important and you see all the surveys that say that CEOs and CMOs know that it's a key thing to focus on. But he still thinks we're not quite at the point where customer experience is going and thinks that it will be the last true differentiator among brands. Think that the industries that compete on price find out very quickly that that's a very tough way to make money. And we know that most products and services can be copied in some way. And so, the real distinction that companies have is the way they treat their customers and that is very difficult to copy because it is made up usually of human interactions. And so, he has talked before about hiring the right people and having the right front line, that's very difficult to copy and that's what motivates him because he looks around and his podcast is all about great experiences that he and his co-host have had with different companies or that their listeners have had with different companies but it is amazing just waking up every day and living your life and interacting with brands. It is amazing how few of those there still are, as often as we've been talking about customer experience and Yanique has this great podcast and other people are talking about it, it is amazing still how many companies don't get it or aren't executing on it. So, to him that just means opportunity and he thinks that a day is coming where all companies are going to have to prioritize it and that will be exciting because as customers, that is going to make our lives a lot easier.   Yanique mentioned that it's interesting that Dan said that because we are all customers regardless of the businesses that we interface with or the lives that we lead but a lot of the challenges that we face in life that contribute to our stress level being high which leads to chronic illnesses. It really boils down to the interactions and the relationships that we have with people and a lot of it boils down to the services experiences that we have, how we treat each other, how we respond to each other. If more organizations could make an effort to understand how important this is to their business it would actually improve the quality of life not just in the business but generally how we relate to each other in the world, it would improve the world overall.   Dan agreed and said that Jay Baer was on a previous podcast and Jay wrote a terrific book called Hug Your Haters: How to Embrace Complaints and Keep Your Customers by Jay Baer and one of the key takeaways there that he loves is that people who complain about your company, complain because they care. The ones we need to be worried about are the ones that have already picked up and moved to our competition. But the ones that are complaining actually care about our brand and want us to be better. And again, there's a sort of a human nature to that that if we're just willing to listen and hear out a customer that has a complaint more often than not we're going to realize that that complaints are valid and that that customer might actually be suggesting ways for our experience to be even better. And as long as we're open minded about that we shouldn't be afraid of complaints, in fact we should welcome them because it's feedback and feedbacks a gift whether you are a company or an individual, getting honest feedback is a real gift. It's what we do with it that matters and he totally agrees, if we had fewer bad experiences with companies we'd probably all be happier as a population.   Dan shared a tool that he cannot live without and stated that he’s going to probably choose the obvious one and go with Twitter and the reason is as much as Twitter has struggled as a public company, he thinks that Twitter is still the place to listen to what your customers are saying about both you and your competition and companies that are not paying attention on Twitter to the conversation about your industry, about your company or your competitors are just missing so much rich data that can help you improve your business. He thinks he’s two angles and both of which he talks about in the book. One is identifying the pain points that your customers are having with you and fixing them. It's one thing to respond within 15 minutes and help that individual customer but you need to take it to the next level and actually fix the underlying problem so that you don't have repeat complaints that actually will end up saving you money because your customer service expenses will go down. The other thing though is that there's so much opportunity to grow your business with new products and new innovations that are suggested by your customers. One of his favorite examples is the company Otterbox which makes cases for mobile phones and just from listening on Twitter they figured out that a lot of their customers were bringing their phones into the shower of all places in order to listen to music and this was a use case that they had not considered previously. So, they took this information and the data and they brought it back to their R and D (Research and Development) team and they ended up creating their first ever waterproof case which turned out to be one of their best sellers. And that doesn't happen if they're not listening to the conversation on Twitter so to him that is the absolute must have. If you're not paying attention get onto Twitter, you don't even have to tweet if you don't want to. You just have to create some lists, follow some people and listen to what's going on to what the conversation is about and you will learn a ton.   Yanique mentioned that she is an Otterbox user, she didn't know they had a water proof case, that's awesome. Listening as Dan said is so important and it's not just about going on Twitter and hearing information or looking at what's there but actually using that information, providing it to the people in the business that can actually do something with that information. So, it's good that they listened, they took it back and the team actually did something by creating a product that customers actually wanted because a lot of times in a business your customers are telling you what they want, it's just if you're really listening to what they want or are you just giving them what you think they want.   Dan shared a few of the books that have had a big impact on him and stated he would go with two of them. And one of them is going to bring back his friend Jay Baer, Hug Your Haters: How to Embrace Complaints and Keep Your Customers by Jay Baer was a book that he thinks was a real turning point because Jay for most of his career had been a marketing expert. In fact, Youtility: Why Smart Marketing Is About Help Not Hype by Jay Baer his earlier book is also one of his favorite books and he shifted over to the customer service realm and Dan looked at Hug Your Haters as and Jay actually sort of wrote this in the foreword to his book is that Hug Your Haters really outlines the why of why it is that we have to engage with customers in Social Media and in all other channels and then his book tried to be a follow on to kind of say here's the how into the social media space specifically but he thinks Hug Your Haters is an absolute must read. He's got great examples from lots of different companies in there. And then another book that he’s a huge fan of is called They Ask You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing, and Today’s Digital Consumer by Marcus Sheridan who is a wonderful guy. Marcus is the single best speaker he has ever seen in public at a conference and his book really talks to making sure that your company is the source of the best information about your product, service, industry anywhere on the planet. And he tells a wonderful story about his own company which was a swimming pool installation company and how he turned his website into the number one swimming pool website in the world in terms of people asking questions about installing swimming pools into their backyards and his company is just this little company on the East Coast of the U.S. It doesn't even service the world but it has become the go to resource and that book is really important because it shows the overlap between marketing and customer service and he thinks that there is a huge overlap there. He talks a lot about the sales process and how having all of this information will draw in prospects but it also can be used for servicing perspective because the more we can get our customers to self-serve with great content the less they have to call us and frankly create expense in a call center. And so, he thinks that book is a terrific one as well that he would highly recommend.   Yanique mentioned that she liked the fact that he linked marketing and customer experience because she thinks there is a lot of organizations that have these departments and the departments aren’t even speaking to each other so they’re collecting, doing their own thing but they are operating in silos and she’s not sure if marketing has recognized that what they’re doing connects directly to what the customer is experiencing and of course whatever it is that the customer is experiencing needs to filter back into what marketing is doing on their end to ensure that they’re actually meeting the customers’ needs, that’s powerful and that’s like a BFO (Blinding Flash of the Obvious) that a lot of organizations that light bulb has not gone off in their business as yet for them to recognize that those departments really should be working in tandem with each other.   Dan agreed and stated that how many of us has gone on to a website and have been greeted with an obnoxious pop up ad from the marketing department, the problem is those ads tends to work which is why companies do it but they work at the expense of annoying the 90% of customers that don’t click on it and that’s frustrating and marketers have to be way more aware of the overall customer experience and their contribution to the customer experience than they are today and he believes that silo busting is going to continue to be a theme in 2018 with companies, the ones that are figuring out to get silos integrated with each other instead of separate are going make great strides towards improving the entire customer journey.   Dan stated that right now he is thinking about what’s next for him and his career and looking at whether he wants to continue speaking and writing and kind of making a go at it independently or whether he wants to continue working at big companies. He sort of had this rare combination over the last few years because most of the folks that are speaking in podcasting and writing books are doing it independently or they run their own consultancies versus working for big brands. He has been trying to do both for a while and he’s really trying to think inward now and figure out what makes him happiest and what he wants to do next, that’s probably what’s on his mind right now and as we turn into 2018 and he’s excited for whatever lies in the future.   Dan shared listeners can find him at – Twitter – @dgingiss LinkedIn - @dangingiss     www.winningatsocial.com     Dan shared that a quote he leans one that he talks about in the book. When he was introduced it was mentioned that he is an avid Cubs fan and the manager of the Chicago Cubs name’s Joe Madden and Joe has all of these great sayings and great quotes that are meant to be about baseball but Dan actually thinks that when Joe retires from baseball, he’s going to become a business consultant because almost everything he teaches his players is very applicable to business. His favorite one of his is, “Do simple better.” He loves that because it in itself is very simple, it’s three words. When he’s talking about baseball, he’s talking about making sure that you always run out a play or the simple ground battle or the short stop that those are not the ones you make errors on. But in real life and business it’s such a good mantra to live by because so many companies make things overly complicated for customers and if you can figure out how to do simple better, generally you’re going to get to a much better outcome for both the customer and the business. When he struggles at work with some sort of complexity or the legal department wants this or government regulation wants this or the PR department is asking for something, again, it’s about putting that customer hat on and saying, “What’s the simplest route for our customer? How do we make it as simple as possible and do simple better?” There are some great examples in the book and elsewhere about this. One quick one that he gives which is one of his favorites and talks about in the book about this company that does conference calls servicing and we’ve all been on conference calls where we’re waiting on hold and we listen to this awful music and this one particular company hired a guy who actually now works for Facebook to record a song with his guitar called “I’m on hold” and he would encourage listeners to go to YouTube and look it up by Alex Cornell, this song is absolutely amazing and as you’re listening this song, it’s just this nice guy strumming a guitar, and you find yourself realizing you don’t want the person on the other line to actually join the call because you want to listen to the music instead and that is doing simple better, that’s taking a very simple experience of waiting on hold and making it memorable and remarkable instead of either annoying or unremarkable. He thinks that when companies can find opportunities to do that at every step of the journey, you really make things much better for your customers and you can really change the whole perception of dealing with you as a company.   Yanique agreed and stated that even though it’s just three basic words, it’s not so much the words but it’s the meaning and the purpose that’s in the depth of those words that you really should extrapolate and try to inject into the DNA of your employees so that they can really function from that mindset because you’re right, sometimes things are very simple and we find the most complicated and complex routes to frustrate the poor customers who kind of want to get in and out in the shortest possible time whether it be online, face to face, over the phone, “It’s just a simple question I want answered” and somehow it’s just a very discombobulate way that the organization has put in place for this. If we could really start with that in mind, do simple better, it will definitely improve the quality of all of our lives.    Links   Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media by Dan Gingiss Hug Your Haters: How to Embrace Complaints and Keep Your Customers by Jay Baer Youtility: Why Smart Marketing Is About Help Not Hype by Jay Baer They Ask You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing, and Today’s Digital Consumer by Marcus Sheridan Otterbox  

A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for  support communities and digital marketing. Its social…

A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for digital marketing and support communities. Its social software solutions help bring together modern collaboration technologies into…

A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for  support communities and digital marketing. Its social…

A Tech Tuesday Episode. All things Technology related to providing digital customer service. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for digital marketing and support communities. Its social software solutions help bring together modern collaboration technologies into a single…

A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for digital marketing and support communities. Its social software solutions help bring together modern collaboration technologies into…

A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best events, books, articles, videos etc. and share the highlights with you! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for digital marketing and support communities. Its…

 A free form Friday episode. On Friday we go free style and talk about whatever we want. Because it’s Friday! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! Telligent, a Verint Company: A leader in community software for digital marketing and support communities. Its social software solutions help…

A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke Digital Consultancy: If you need help with digital customer support strategy go to www.MorningBrookeDigital.com “Take time to deliberate; but when the time for…

A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management. Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke Digital Consultancy: If you need help with digital customer support strategy go to www.MorningBrookeDigital.com “Tell me how you measure me and I will…

Digital marketing expert Jay Baer knows a lot about customer care on social media. Join MINDBODY BOLD Show host Mike Arce as he interviews Jay about the importance of customer service in the success of any business and why it's important to respond to negative reviews and posts on social media.

 A free form Friday episode. On Friday we go free style and talk about whatever we want. Because it’s Friday! Brought to you by: The Social Pack: Get on the inside to stay on the topside. Join today! MorningBrooke Digital Consultancy: If you need help with digital customer support strategy go to www.MorningBrookeDigital.com “Soldier, shut up and…

If you’re not focusing on customer experience, you may be missing out on a huge opportunity to build brand love. Dan Gingiss—Senior Director of Global Social Media for McDonald’s—believes in the power of service. He identifies social media as a key medium to address customer questions and concerns. As a published author and podcast host, Gingiss offers professional advice for connecting with audiences and getting involved in consumer conversations. Technical note: Drew apologizes for the sound crackles - he was too close to the mic and hopes it won't distract you from his guest's sparkling insights! He'll try not to make that mistake again. 

Dan Gingiss is a Social Media and Customer Experience Executive, Author, Podcaster and Speaker. He’s currently working as Senior Director – Global Social Media at McDonald’s, responsible for global strategy and best practices sharing of social media marketing, listening, customer care, crisis management and insights/analytics. Dan is the author of the book “Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media” and the host of “Focus on Customer Service Podcast”, presenting brands that focus on delivering outstanding customer service with social media. In this episode, Dan shares actionable tips for using Twitter as a channel for great Customer Service and Social Customer Care and how to make the most out of Twitter as your best service channel. He stresses the importance of managing and exceeding customer expectations, both offline and online, always monitoring conversations and mentions of your brand. He reveals why it’s important to jump in, listen to what people are saying about your brand (even if they are complaining), and engage proactively in the conversation. My Favorite Quotes: “Twitter is really four things that other service channels are not – it’s public, searchable, shareable and permanent. That’s why Social Customer care is so important on this particular channel” “Expectations + emotions = a willingness to share.” “Setting your hours or availability is about setting those customer expectations. It’s OK if you’re not 24/7, but you need to tell people when you’ll be there to respond.” “Always show empathy for the situation and be friendly.” Your Call-to-Action: Your call-to-action for this episode is to start using Twitter for social listening. You need to jump in, see what people are saying about your brand and engage in the conversation. Make sure to respond to everyone, whether it’s a compliment, a question or a complaint. Follow the tips Dan discussed in this episode and start implementing them for better customer service. Send me a tweet @MadalynSklarand tell me how these tips have helped your business. I want to hear from you! How to Reach Dan: You can reach Dan on Twitter @dgingiss, LinkedIn or through his website, www.winningatsocial.com. And be sure to check out his podcast Focus on Customer Service and his book Winning at Social Customer Care. Ask Me Anything! I want to answer your questions about Twitter. Leave me a voicemail at MadalynSklar.com/speakpipe and I will pick a few to answer on the show. Don’t be shy. I want to hear from you. Share Your Love For This Podcast: Want an easy “one-click” way to Share Your Love for this podcast? Go here: www.madalynsklar.com/love to tweet out your love. Read the Show Notes We take the notes for you during the episode. Get the show notes at http://www.madalynsklar.com/twittersmarter46

How does your business respond to customer concerns and inquiries? Do you have a social customer care plan in place? In this episode, I interview Dan Gingiss, author of Winning at Social Customer Care, head of global social media at McDonald's, and host of the Focus on Customer Service podcast.  Show notes: https://www.socialmediaexaminer.com/254

Adam and Jeannie interview Dan Gingiss, author of Winning at Social Customer Care: How Top Brands Design Engaging Experiences on Social Media. It's time to own social customer care Providing great customer service is important, no matter what channel is being used. But when it comes to engaging with customers on social, many companies are reluctant to invest where it counts. They fear opening up social channels will also open up the floodgates for serial complainers, trolls and negative word-of mouth. They fear their team isn’t large enough, interesting enough, or knowledgeable enough to do it right. And with recent PR nightmares in the airline industry, who could blame brands for being hesitant to engage on social? Customers need you on social, and they expect social customer service as part of the omnichannel experience your competitors already deliver. It’s time to overcome those fears! Dan Gingiss is here to help dispel the myths around social customer care. Sure there are risks, but there are also opportunities a forward-thing company can’t ignore. You can give customers what they expect on social, and you can turn unhappy ones into a brand advocates. You’ll want to take notes today, because Dan is explaining what it takes for a company of any size to provide excellent social customer care. Backed by real-life examples from large and small companies doing it right, this episode is loaded with simple but powerful tips for hiring, engaging, strategizing, and maximizing your ROI. Grab your notebook and listen in! About our guest: Dan Gingiss’s 20-year career has consistently focused on delighting customers, spanning multiple disciplines including social media, customer service, marketing, and digital customer experience. Dan has hands-on experience as an executive at multiple Fortune 300 companies, having served as Head of Digital Customer Experience at Discover, Head of Digital Marketing at Humana, and currently Head of Global Social Media at McDonald’s. Dan is the author of the new book, Winning at Social Customer Care: How Top Brands Design Engaging Experiences on Social Media, which is available on Amazon. The book includes a Foreword by Jay Baer and is endorsed by several other notable social media and customer service experts. Dan also hosts the Focus on Customer Service podcast, where he interviews brands which are renowned for outstanding customer service in social media, garnering tips and best practices. The podcast was recently named one of "The 50 Best Customer Retention Podcasts to Help You Attract, Engage and Retain Customers" by NGDATA. A frequent conference speaker (Social Media Marketing World, Social Shake-Up, Corporate Social Media Summit, The Customer Service Summit, The Secret Service Summit, and more), Dan has also been named to several notable industry lists, including: "The 30 Most Influential People in Social Customer Service" by Conversocial "The Top 15 NPS & Customer Service Thought Leaders to Follow in 2017" by CustomerGauge "50 Social Media Marketing Influencers to Follow" by TopRank Marketing "Behind the Brand: 30 Influencers That Drive Social Media for the Brands We Love" by Leadtail and Purematter "Mover and Shaker" by The Social Shake-Up Conference 2017 "The Top 10 Service Cloud Influencers" by Traackr Dan holds a B.A. in psychology and communications from the University of Pennsylvania, and an M.B.A. in marketing and strategy from the Kellogg School of Management at Northwestern University. He resides in Chicago with his family and is an avid Cubs fan. Connect with Dan Twitter LinkedIn Website Podcast Dan’s book on Amazon Related Content 360Connext® post, 5 Ways Everyone Wins with Proactive Social Media Engagement Customers That Stick® post,When Sales Does Service on Social with Phil Gerbyshak Episode 150: Phil Gerbyshak, Social Connections Episode 096: Jay Baer, Hug Your Haters We’re on C-Suite Radio! Check it out for more great podcasts Sponsor message: Free Webinar On Demand Jeannie is a Certified Customer Experience Professional (CCXP) who has held highly engaging Customer Experience Mission workshops for larger audiences, and customized ones for clients with outstanding results. Sign up to learn how to start your own Customer Experience Mission, for free! Make your mission statement meaningful, both to customers and employees Ensure customer-facing employeesnot only meet, but exceed expectations Turn ordinary processes into a conduit for your mission, and positive change Steps for creating a mission your team will be proud to get behind Visit CXWebinar.com to sign up for free, and check out more free webinars!   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices

The Focus on Customer Service podcast celebrates its 50th episode with co-host Dan Moriarty returning to talk about his new role at the Chicago Bulls, and interviewing co-host Dan Gingiss about his new book, Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media (available on Amazon).

Tema Frank is a best-selling author, international speaker, teacher and business consultant. Tema Frank has over three decades’ experience in marketing strategy, usability testing, and customer experience improvement. In 2001 she launched Web Mystery Shoppers Inc., the world’s first company to do “omnichannel” customer experience testing. Using social media techniques before “social media” existed, she recruited a panel of 75,000 mystery shoppers worldwide. In doing all of this, Tema was able to test all of the customer service channels that organizations would experience such as: live chat, telephone, social media and in-store. Tema is also a fellow podcaster and she started podcasting in 2012, she is our podcast senior and her podcast is called Frank Reactions Podcast on Customer Experience, a definitely must listen.   Questions Tell us a little about yourself and your journey Can you speak a little bit about your 3P profit formula that you speak about in your book and why do you think the brand is so important and what would be some of your recommendations as it relates to a small business trying to incorporate some of the things that your book recommends into their own business? What are some everyday solutions that you believe that can help change the mindset of some of these business owners so that training their staff and getting them understand how they want them to treat their customers a priority? Tema’s first experience working at a bank where she had team members that were hanging out at a bar with the boss drinking during the working day, while you guys put in all these work, how was that experience? What are your thoughts on Social Customer Care? What is the one website, tool or app that you absolutely cannot live without in your business? We have a lot of listeners who are business owners and managers who feel they have great products and service but they lack the constantly motivated Human Capital. If you were sitting across the table from that person, what’s the one piece of advice that you would give them to have a successful business? What’s one thing going on in your life right now that you’re really excited about (What are you working on to develop yourself and your people)? What is one quote or saying that during times of adversity and challenges that you refer to as a reminder to help you get more focused?   Highlights Tema stated that she was always customer focused and her very first career was in Business Government Relations and as a known as a Lobbyist and that’s all about understanding public and how the public react things and what’s important to them. She stated that she started to develop it from there, that this focus on understanding customers, understanding users, so it was always an interest of hers and then her first book which came out in the mid 1990’s was about Canada’s best employers for women and what she concluded was that best for women were great for men too because they treated all people well and of course a huge element for great customer experience is great employee experience. The recent book just kind of ties it all that together but she thinks that customer experience is just so important because we all are customers and to have a good society, we need to treat each other with respect. Yanique stated that it’s one of the things that motivated her to start this podcast because she is a customer experience trainer and she goes into organizations and helps them to work with their leaders, work with all of their team members so that they can all get an understanding that customer experience is everyone’s responsibility not just the customer facing employees because for some reason, IT and Accounts seem to think that because they are not directly interfacing with the customers it’s not their responsibility. Tema stated that the exciting thing is that in some ways it is easier for small businesses because one of the key elements to creating great customer experiences is a leader, a CEO who cares and who thinks that it’s important, so if you have your own business, you’re in a wonderful place to set that tone. The book Peopleshock: The Path to Profits When Customers Rule, when she talks about the 3 P’s of profit, the 3 P’s are Promise, People and Process and you need to all of these right to create great on going customer experience. The Promise is: why are you doing what you’re doing? And what about it will motivate people to care? And those people include customers and employees and she gives some examples in the book. Even a business as seemingly uninspiring as a janitorial service company, you can find ways to make that inspiring. The Promise is also important because it sets a guideline and a filter for decision making because part of providing great customer service and customer experience involves letting go and giving your front lines more responsibility and more authority, if they’ve all understood and bought into this common vision then they have a filter it helps them make the right decisions when they have to make decisions without you there to say yes or no. People is the second element and we obviously focus a lot on employees which is crucial because you’re not going to have happy customer if you don’t have happy employees but beyond that and beyond the customers and prospects, there is a whole range of other people who will effect whether or not you can deliver consistently great customer experience, so that includes people like your suppliers, your distributors, so if you have been rude to your suppliers and don’t treat them well and there is a shortage of supplies, who think is going to get it? It won’t be you. So all those external relationships with vendors, with all these people can influence ultimately whether or not you can keep on delivering great customer experience through good times and bad. The third P and this is where a lot of organizations slip up is Process, when you are just getting started, you don’t have a lot of processes in place and you can sort of fly by the seat of your pants and just do stuff and get it done and that’s great when you’re getting started. Tema stated that she would really recommend that any small business right from the beginning, start documenting how you’re doing things. There’s a whole bunch of reasons for doing that not just for customer experience, it will also make it easier as you grow but you want to re-evaluate your processes as you grow so every once a year, look back, “how we’re doing things and does this make sense?” there is an example that she gives in the book of a manufacturing company and they complain that there is this one customer for whom they always have to punch a into a piece of metal before they can ship it to them, it was kind of annoying but it was a good customers so they said, “ok, fine, we’ll do it for them” then interviewing the customer, it turned out they were saying, “we love working with this company but it’s really annoying because they ship us these parts with holes in them and we have to fill the hole before we can use it.” Doing some research it turned out that the need for that hole dated back to a decade earlier when they were both using different equipment and at that point it was needed but nobody really had ever reassess the process, here they were doing something that added to the time, added to the cost, added to everybody’s frustration and it wasn’t helping anything, in fact it was hindering. So regularly evaluate that third P. Tema stated that the best thing you can if you can persuade them to do it is for them to go and work on the front lines for awhile, just spend a day or half a day or even a month working on the front lines and find out what’s really going on there because as you become more senior in an organization or even in a small business, if you as the CEO are focused on raising money and doing big deals, once you get the deal you’re not thinking about what’s happening to that customer and it’s really easy to lose touch. So the most important thing is get out there, talk to customers, existing customers not just focusing on getting new ones and if it’s possible, get on the front lines and find out what they are experiencing or go undercover. She stated that there is a show in the US called Undercover Boss and it amazes her with that show how many of the CEO’s and they are always shocked by what they discover and she’s thinking, “What makes you think you need to go on TV to do this?” Throw on a wig, go to your store, you don’t need a TV show to do the undercover thing. So that’s something that is really valuable. If you are not the CEO or the owner of the business and you’re trying to convince them then the next best thing that you can do is bring them the voice of the customers, so whether that’s through an audio recording where they are actually hearing the customer complain, something that makes it real to them, even if you can’t get an audio recording, even if it’s transcribing, writing out the words, these are the exact words our customers are using, that will help make it real to them in a way that reports our statistics or you telling them in your own words just aren’t going to have the same impact. She recommends if you can get them on the front lines or getting yourself on the front lines and if you can’t at least present the voice of the customer to those in charge. Tema shared that one of her first work experiences was depressing and that was what led her into entrepreneurship because she thought that was just ridiculous. It was an interesting experience, basically they apart of a rebel unit that was set up and the guy that was leading the rebel unit, he was great at building a team which did involve hanging out in bars and partying but then once he had the team in place and there was work to be done, he wanted to continue hanging out in bars and partying and her boss came to her said, “Look, you’re not helping your career by staying in the office and doing your job, you should be at the bar with the VP” she was working in marketing at the time. She said, “Sorry, that was not what I signed up for” when the time came for lay offs, all the first people to get let go were those of them that was doing the work and it took 9 months before head office realise that everything was falling apart and then he finally got fired but it was really frustrating and disheartening experience but it gave her the opportunity to start her own business. Yanique stated that she believes that out of every negative situation there is always something positive that can come from it. So Tema sharing her story and seeing how she has been able to rise above the obstacles and she is able to let people know that at the end of the day you do have some employees who genuinely want to come and do a great job, they are not into slacking off and just sitting around and not doing anything, so that’s important. Tema shared that the thing is, if employees are just slacking off and not doing anything is usually because you have failed to motivate them with that promise. You’re not treating them right; you’re not inspiring them. Tema stated that money is necessary so that you can survive but paying somebody more won’t get them to be more customer friendly. She stated that one of the biggest solutions that entrepreneurs could use to motivate their employees is involving them into decisions making, instead of imposing decisions from above, try to get decisions to often flow from below, so the people who are closet to your customers in some ways have the best knowledge about what’s going on in your organization and a lot of employee unhappiness is because they feel they are not heard and they do in fact know better than some of their bosses but the bosses won’t listen and don’t care about what they think. So you want to involve people at all levels and from all departments in decision-making and in strategizing about how we can make things better for the customer. Earlier Yanique mentioned that often IT and Accounts don’t think that customers have anything to do with them and one thing to over come that is to get those people on departmental teams and let them start hearing the customer. Her first major business with Web Mystery Shoppers, the reason she created that company which was in the early days of eCommerce and websites and she found that their was a marketing department, sometimes a completely separate eCommerce unit and then the IT people, they all depended on each other but they were set up as completely separate units and weren’t even speaking the same language and what she did with that business is that she would have anywhere from 30 to 300 people from their target market who gave detailed feedback about, “This is what’s frustrating us about your website” and when she was able to go back to all these units and show them that it was a way to bring all these people together and realise that they did have a common objective. Yanique stated that on Tema’s website is that there is a free book that you offer 85 Tips for User Friendly Website and one of the things she found is that when she is looking for guests for her show and she’ll probably source them through Amazon if they wrote a book that really inspired her and thinks it would be good to hear their message and Amazon probably has their profile with information about the author and it usually should have a link to their website or some of the authors has their email address listed right there, what she found very frustrating as a customer herself is that most websites for some reason have a contact us form where they control how they contact you versus giving her the opportunity for you to provide their email address so that she can reach out to them because when she sends that contact us form and it says send, she is not guaranteed that somebody is going to receive that in an inbox and respond to her in a reasonable time. Tema shared that is part of what is driving people onto Social media to complain as if you provided me with better service in quieter means whether it’s making yourself easily accessible to customers through phone or through email and dealt with that better then people would not go and complain about you so much in public.   Social Customer Care is something that is rising – many companies have contributed to that happening by underfunding their Call Centers. Therefore, as a customer if you have a choice in sending out a tweet and getting a response versus spending half an hour hold – of course the customer will choose the quickest response and do the tweet! So what has happened is companies have trained customers to go on Social Media, so we can’t turn that clock back and so smart companies are now staffing accordingly and making sure they catch things on Social Media quickly and deal with them well and quickly. Yanique shared that many customers do not share private messages with companies – they post the complaint on their wall. Tema agreed and said as a company – you should respond immediately in a non – defensive way. Tema also made reference to the CEO of United Airlines that companies should start by blaming the customer! Companies should approach the complaint calmly, let’s talk about this sounds complicated, maybe we can discuss this offline – I would be happy to help you. Then you send the message to anyone that saw the public tweet that, “Yes, we care and we want to help.” Tema responded to Yanique’s question by saying deleting posts or complaints that customers make is a very silly approach as this places you at risk for the situation to escalate further. Especially in an era with Screenshots! Tema shared the one website, tool or app that she absolutely cannot live without in her business is Gmail. An enhancement to Gmail called “Active Inbox.” Tema shared Active Inbox is a task manager that is attached to Gmail that allows you to set tasks, set appointments. Tema shared some of the books that have some great impact on her over the years – “The Effective Executive” by Peter Drucker – so much good advice about how to bring out the best in your people. The one message that has stuck with Tema over the years is instead of trying to fix people’s weaknesses – structure their jobs so they focus on their strengths. Her other book recommendation was “The Elements of Style” by William Strunk Jnr. and E.B. White, about how to write more clearly and effectively – the main message Tema has taken away is to omit needless words – anytime you have written anything go back and see if you can substitute a 3 syllable word with a one syllable word and have the same meaning – the more you can distill that way – the more powerful your message will be. In response to Yanique’s question on how to motivate your employees in having a successful business - hire carefully and listen to all of your employees, ask them questions, get to know them, involve them in ideas and decision making. If you do that and involve them as a real person – you will get plenty out of them. Tema shared that she is working on an update for her first book that she wrote in the mid 90’s – Best Employer. Tema is also working on how she can make the concepts and principles of Peopleshock: The Path to Profits when Customers Rule more accessible through online courses and workbooks. Tema shared that connecting with her is pretty easy: Email: tema@frankreactions.com Twitter @temafrank Linked In – Tema Frank Frank Reactions Facebook Page Frank Reactions Podcast on Customer Experience Tema shared the quote or saying that she uses to re-ignite her spirit during times of adversity is “Remember the movie isn’t over yet” – meaning we are at a low point but something good is coming!

Do you have a social customer care strategy? Do you want to know the essential steps to win at social customer care? Today,  I sit down with Dan Gingiss, host of the “Focus on Customer Service” podcast and author of the new book “Winning at Social Customer Care” to outline the eight steps to win at social customer care.  

Dan Gingiss, Author of Winning at Social Customer Care, joins the Social Pros Podcast to discuss the power, impact, and future of customer service through social.   Special thanks to our sponsors: Salesforce Marketing Cloud (The Future of Ads: bit.ly/salesforceads) Emma (Your Brain on Email: 11 Designs People Can’t Resist: bit.ly/emailbrain)

After Social Media Marketing World 2017 in San Diego, I sat down with Dan Gingiss to discuss his new book Winning at Social Customer Care. You may remember Dan from episode 64. At the time of that recording, Dan was Head of Digital Customer Experience and Social Media at Discover Card. Dan has since transitioned into another leadership role in digital marketing with a different large brand. In this podcast episode, he is not speaking on behalf of that brand, so it will remain nameless. In addition to his position in digital marketing, Dan is a podcaster, speaker, and now a published author. On Dan's podcast, Focus on Customer Service, he interviews people at brands who are responsible for delivering exceptional customer service using social media. In this episode, Dan discusses highlights from his new book Winning at Social Customer Care – How Top Brands Create Engaging Experiences on Social Media.   View the show notes: http://www.socialbusinessengine.com/podcasts/winning-at-social-customer-care

Chiunque può aprire un e-commerce: un portale accattivante, eccellenti prodotti da vendere,  una logistica ineccepibile. Ricorda, però, che la gestione di uno shop online richiede la stessa cura e attenzione di un negozio offline, e il tuo più grande successo non è dato dal vendere prodotti, ma dal desiderio degli utenti di comprare proprio i tuoi prodotti. Devi contaminare con sapienza tecniche di vendita tradizionali e strategie digitali. Ascolta e condividi opinioni con gli utenti, cura la relazione prima, durante e dopo  la vendita, incentiva il passaparola positivo, coinvolgendo influencer che ti aiutino a diffondere ad ampio spettro il tuo brand  e misura, sempre, collaborazione e partecipazione.  In questo workshop interattivo Donatella Ardemagni e Giada Cipolletta di ContentHub, portale di (in)formazione per il Content Marketing, affronteranno con i partecipanti i principali quesiti sul perché gli e-commerce talvolta non funzionino e suggeriranno come costruire una strategia di marketing digitale efficace che aiuti a vendere di più online. Nel workshop sarà disponibile un'ampia sessione di Domande e Risposte.

Marco domanda: "Mi dai qualche consiglio per migliorare la fidelizzazione?" Scopriamo insieme come usare la relazione come una leva del valore per fidelizzare i nostri clienti e aumentare il fatturato.☞ DIVENTA PRODUTTORE > http://youmediaweb.com/finanzia ☞ SCRIVI UNA RECENSIONE > http://youmediaweb.com/recensioni

Marco domanda: "Mi dai qualche consiglio per migliorare la fidelizzazione?" Scopriamo insieme come usare la relazione come una leva del valore per fidelizzare i nostri clienti e aumentare il fatturato.☞ DIVENTA PRODUTTORE > http://youmediaweb.com/finanzia ☞ SCRIVI UNA RECENSIONE > http://youmediaweb.com/recensioni

Maura Rizzo domanda: "E' giusto fare blogging sui social rinuncianzo a portare traffico sui siti web dei miei clienti?" Scopriamo come utilizzare i social media per fare marketing e business in modo efficace pubblicando contenuti di valore.☞ DIVENTA PRODUTTORE > http://youmediaweb.com/finanzia ☞ SCRIVI UNA RECENSIONE > http://youmediaweb.com/recensioni ☞ SOUVENIR DIGITALE > http://youmediaweb.com/audible

Maura Rizzo domanda: "E' giusto fare blogging sui social rinuncianzo a portare traffico sui siti web dei miei clienti?" Scopriamo come utilizzare i social media per fare marketing e business in modo efficace pubblicando contenuti di valore.☞ DIVENTA PRODUTTORE > http://youmediaweb.com/finanzia ☞ SCRIVI UNA RECENSIONE > http://youmediaweb.com/recensioni ☞ SOUVENIR DIGITALE > http://youmediaweb.com/audible

As social customer care is still in its nascent period, it’s not easy to find someone who’s been doing it for even five years. Well, after interviewing Joshua March on the technology side for the last Focus on Customer Service podcast episode, we’ve found a second person, Delfin Vassallo, on the brand side. Delfin (pronounced Del-feen), a 20-year marketing veteran, started in social media seven years ago and in social care five years ago. He helped build the successful social care programs in Europe at Barclays Bank, Nokia, and Microsoft. Delfin recalls spending an incredible amount of time trying to convince management that social customer service was a thing five years ago. “Our customers are on Facebook, [they] are on Twitter,” he would say. “We have to be there. We must be there.” And Delfin has been there, working with three major companies to start and grow their social customer care practice. At Nokia, he ended up managing 67 Facebook pages and more than 40 Twitter handles. A major focus has been on proving the ROI of delivering customer service via social media. At first he convinced executives that despite a plethora of early complaints, the company was “going to save some money by broadcasting all this information” because “there are many other customers watching.” But in time he developed calculations to determine the “cost per issue” as a measure of comparison to a traditional call center. At one company, he found that Twitter’s cost per issue, in Euros, was half the cost of the telephone. Online customer communities delivered even better cost savings – a fraction of the cost of Twitter. What’s changed in the 5 years since “social customer service” entered the lexicon? “Understanding at the executive level has increased so it’s easier to sell in,” says Delfin. “The awareness of social care is even bigger [and] the technology has advanced a lot.” Delfin joined me and Dan Moriarty from his current home in Finland to discuss his vast knowledge of all things social media. Here are some key points in Episode 36 and where to find them: 1:03 Delfin’s professional background 2:32 Delfin discusses launching a social care program in regulated industry 6:16 Convincing management that social care is a good idea even with many complaints 9:37 Calculating an ROI on social customer service 12:37 How to handle agent workload before a program gets to scale 17:15 What has changed in the 5 years that Delfin has been involved in social customer service 19:33 Delfin discusses balancing the many technology options available today 23:38 Integrating social customer service with a company’s CRM system 27:10 Delfin recalls a memorable customer interaction In the next Focus on Customer Service episode, we will return to highlighting a single brand with an award-winning financial services company. If you’ve had a great experience with a brand on social media, we want to hear about it! Please use the comments or tweet using #FOCS and we will try to get that brand on a future episode. Subscribe to the podcast on iTunes, Stitcher, and Soundhound.

There is perhaps no physical possession about which customers are more passionate than their cars. At my first job at The Danbury Mint, I remember customers critiquing every last detail of the products – and those were 1:24 scale replicas of the real thing. General Motors understands this dynamic, which is why they have staffed a team of social care experts to represent their suite of car and truck brands in the world’s most public customer service channel. “We are the team minding the best interests of the customer,” says Whitney Drake, manager of social strategy and care. She works closely with both the Marketing team, with whom she shares “brand love” posts, and the Public Relations team, which helps with escalated inquiries and manages influencers. The secret to cross-functional success in social media? “Communicate, communicate, communicate,” she says. Social media communication is a consistent theme throughout the General Motors organization, as all new employees take a tour of the social command center during their first week – a tour led by the social care team. Drake is also working hard to increase the internal visibility of her social care agents, who “are the forefront of our company in the public eye.” “We’re striving to elevate the profile of these folks within the entire organization and I would challenge everyone who has a social care team to do the same,” Drake says. General Motors recently combined the marketing and customer care Twitter handles of Buick and GMC, much like Delta recently did when they stopped directing customers to a separate service account. The Chevrolet and Cadillac are maintaining separate handles – for now. “We don’t believe that customers actually identify, ‘I want marketing or I want customer assistance,’” Drake says. “They really just want to talk to the brand.” Drake sat down with me during Social Media Marketing World, where she spoke on a panel titled “Case Studies from Brands Excelling at Social Customer Service” (Not coincidentally, each of the four brands – General Motors, Hewlett Packard, OtterBox and JetBlue – have appeared on the Focus on Customer Service Podcast). The interview became Episode 32 of the FOCS Podcast, with highlights (and where to find them) below: 0:38 Whitney’s role and how social care is organized at General Motors 1:36 How Whitney’s corporate team interacts with local dealers and the car brand handles 3:10 The separation between marketing and customer service 4:34 How General Motors hires social care agents 6:48 Planning for a crisis 8:30 How Whitney is working to increase the visibility of social care in General Motors 11:44 What kinds of inquiries General Motors sees in social media 13:09 When to take a conversation offline 15:55 Attending the Social Media Marketing World conference 16:48 Whitney shares a memorable interaction with a customer 18:37 Whitney’s advice to someone starting out in social care Drake’s advice to companies just starting out in social care was poignant and relatable to every brand that’s been there for a while: “Sometimes you are building the plane while you’re flying it so you just do the best you can,” she says.

Paolo Fabrizio, autore del podcast Social Media Scrum, racconta come il podcasting ha fatto la differenza per la promozione della sua attività di consulente sul Social Customer Care. Scopriamo insieme come puoi ottenere che i clienti ti conoscano e ti stimino ancora prima di incontrarti. Partecipa al Festival del Podcasting (http://www.festivaldelpodcasting.it).

Paolo Fabrizio, autore del podcast Social Media Scrum, racconta come il podcasting ha fatto la differenza per la promozione della sua attività di consulente sul Social Customer Care. Scopriamo insieme come puoi ottenere che i clienti ti conoscano e ti stimino ancora prima di incontrarti. Partecipa al Festival del Podcasting (http://www.festivaldelpodcasting.it).

In the online world customers are expecting answers in under an hour. Would your brand make the grade in Social Customer Care. Tyler Anderson, shares the top things companies must do to please customers. See the show notes.

Mana Ionescu, President of Lightspan Digital, shares tips and insights on keeping up with the changing landscape of social customer care. Social Customer Care with Purpose In today’s marketplace, as Mana explains, few organizations can thrive and compete without a presence on social media. But what does that mean for customer care? Mana shares some valuable insights for smaller organizations who need to provide a better level of care on social channels without a dedicated social media team. Many organizations are making the same mistakes over and over again. Mana outlines some of the common pitfalls of social customer care and what to watch out for.  Are you ready to tackle customer care on your social channels? Are you sure!? Listen in and Mana will help you decide what your organization can realistically do TODAY to provide top-notch social customer care without breaking the bank. Mana Ionescu, President of Lightspan Digital Mana and her team focus on driving traffic to clients’ websites and building profitable connections through social media and content marketing. Mana believes in digital marketing done with purpose. With her practical and hands-on approach, Mana has been busting social media myths and showing measurable results are possible. A sought-after speaker, she’s been sharing digital marketing knowledge as Kellogg Executive Education faculty and via numerous conferences, from Techweek to SES, from Social Media Week to MPI TechCon, from 312Digital to Marketing Profs University and Pubcon. A staunch STEM education supporter, Mana serves on the Board of the Illinois Math and Science Academy Fund. In March 2014, Mana was awarded the “Chicago Woman Making History” Outstanding Entrepreneur Award by the City of Chicago Treasurer’s Office. Connect with Mana Twitter LinkedIn Lightspan Digital Related Content KLM blog, What Has KLM Learned From 5 Years of Social Media Service? Jeannie’s post, 5 Ways Everyone Wins with Proactive Social Media Engagement Episode 020: Social Selling, Tom Martin, and Tinder Customers That Stick® Post: 4 Ways to Get Good Social Customer Service Sponsor Message: Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com.    Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices

Kriti Kapoor, Global Director of Social Customer Care at HP Inc., joins the Social Pros Podcast to discuss the myriad ways customer service has had to adapt to social media, which platforms are best for solving which types of problems, and why it’s so important to embrace global social customer service.

In this episode I'm glad to interview Billie Lou Sastre who is a social customer service expert for the spanish and latin markets. Read full article here –> http://linkd.in/1dgh0wLThe highlights of this episode:00:21 Intro and welcoming Billie.01:21 Billie tells about herself and how she developed her broad expertise in social customer care as for spanish and latin markets.03:23 Brands needs time to understand the benefits of using social networks to leverage customer relationships, but it's a process that more and more companies are embracing. That's why Billie considers herself as a 'social customer care evangelist'.06:13 Billie will be hosting a conference on June 18th 2015 in Barcelona whose title is self-explanatory "how social media has revolutionized customer care". 08:09 Billie defining social customer service: responding, listening and being closer to your clients regardless the channel.12:51 If you adopt Social Customer Service effectively, your customers will buy more from you and will recommend your Brand to their friends. Furthermore you can even surprise your customers. 20:25 'Customer service is the new marketing' means improving communication and co-operation between these departments in order to wow your customers, so that they will become your marketers.27:27 Active listening and monitoring are important to react promptly to customers rants, but brands ought to deliver proactive social customer service in order to prevent any crisis. To do so, though, your social customer service team need to be enough structured to do either the responsive and the proactive tasks.33:43 Billie illustrates 7 steps to design a correct social customer service strategy.45:51 Some spanish brands are doing pretty well such as Movistar (20 staff dedicated to social customer service since 5 years). They let marketing and social customer care share relevant information that may be beneficial for both of them. Banc Sabadell is doing great as well and it was the first spanish bank ever to offer a 24/7 social customer service. 51:25 Billie talks about her agency SastreMartin, her next projects and then...she gives us a scoop!Where to find Billie on line: Personal site, Twitter, Facebook, LinkedIn, Instagram and Agency.53:23 Thanks and greetings.Read full article here –> http://linkd.in/1dgh0wL

In this episode I'm glad to interview Billie Lou Sastre who is a social customer service expert for the spanish and latin markets. Read full article here –> http://linkd.in/1dgh0wLThe highlights of this episode:00:21 Intro and welcoming Billie.01:21 Billie tells about herself and how she developed her broad expertise in social customer care as for spanish and latin markets.03:23 Brands needs time to understand the benefits of using social networks to leverage customer relationships, but it's a process that more and more companies are embracing. That's why Billie considers herself as a 'social customer care evangelist'.06:13 Billie will be hosting a conference on June 18th 2015 in Barcelona whose title is self-explanatory "how social media has revolutionized customer care". 08:09 Billie defining social customer service: responding, listening and being closer to your clients regardless the channel.12:51 If you adopt Social Customer Service effectively, your customers will buy more from you and will recommend your Brand to their friends. Furthermore you can even surprise your customers. 20:25 'Customer service is the new marketing' means improving communication and co-operation between these departments in order to wow your customers, so that they will become your marketers.27:27 Active listening and monitoring are important to react promptly to customers rants, but brands ought to deliver proactive social customer service in order to prevent any crisis. To do so, though, your social customer service team need to be enough structured to do either the responsive and the proactive tasks.33:43 Billie illustrates 7 steps to design a correct social customer service strategy.45:51 Some spanish brands are doing pretty well such as Movistar (20 staff dedicated to social customer service since 5 years). They let marketing and social customer care share relevant information that may be beneficial for both of them. Banc Sabadell is doing great as well and it was the first spanish bank ever to offer a 24/7 social customer service. 51:25 Billie talks about her agency SastreMartin, her next projects and then...she gives us a scoop!Where to find Billie on line: Personal site, Twitter, Facebook, LinkedIn, Instagram and Agency.53:23 Thanks and greetings.Read full article here –> http://linkd.in/1dgh0wL

In questo podcast ospito Rachele Zinzocchi per approfondire le dinamiche aziendali del social customer care da un punto di vista operativo.Di seguito le 6 domande che ho posto a Rachele in questo podcast:1. In Italia il Social Customer Service è un fenomeno ancora limitato a poche grandi aziende. Come descriveresti la situazione attuale e quali sviluppi ipotizzi in un'ottica a medio termine (1-2 anni)?2. Qualche mese fa il caso "Comcast" ha fatto scalpore per le conseguenze virali sul web a seguito di un atteggiamento scorretto ed aggressivo di una grande azienda durante una telefonata con un cliente. Quali comportamenti controproducenti devono assolutamente evitare le aziende?3. Esiste ancora un confine ben definito tra servizio clienti tradizionale e Social Customer Care a prescindere dall'attività online dell'azienda?4. Il fenomeno controverso dei troll. In un tuo articolo li hai definiti gli "anonimi disinibiti" della rete. Quali sono i loro comportamenti più ricorrenti e quale impatto provocano sulle attività quotidiane di aziende che erogano servizio clienti attraverso i social network?5. Le dinamiche del Social Customer Care sono differenti da quelle telefoniche (ad es. call centre) pertanto sono necessarie specifiche competenze professionali per interagire con successo con i clienti. Come integrare questa esigenza con le risorse già presenti in azienda?6. La tua visione personale sul Social Customer Care: canale a sé stante oppure parte integrante di un servizio clienti in rapida evoluzione?Leggi l'articolo completo qui –> http://bit.ly/1E8vc4J

In questo podcast ospito Rachele Zinzocchi per approfondire le dinamiche aziendali del social customer care da un punto di vista operativo.Di seguito le 6 domande che ho posto a Rachele in questo podcast:1. In Italia il Social Customer Service è un fenomeno ancora limitato a poche grandi aziende. Come descriveresti la situazione attuale e quali sviluppi ipotizzi in un'ottica a medio termine (1-2 anni)?2. Qualche mese fa il caso "Comcast" ha fatto scalpore per le conseguenze virali sul web a seguito di un atteggiamento scorretto ed aggressivo di una grande azienda durante una telefonata con un cliente. Quali comportamenti controproducenti devono assolutamente evitare le aziende?3. Esiste ancora un confine ben definito tra servizio clienti tradizionale e Social Customer Care a prescindere dall'attività online dell'azienda?4. Il fenomeno controverso dei troll. In un tuo articolo li hai definiti gli "anonimi disinibiti" della rete. Quali sono i loro comportamenti più ricorrenti e quale impatto provocano sulle attività quotidiane di aziende che erogano servizio clienti attraverso i social network?5. Le dinamiche del Social Customer Care sono differenti da quelle telefoniche (ad es. call centre) pertanto sono necessarie specifiche competenze professionali per interagire con successo con i clienti. Come integrare questa esigenza con le risorse già presenti in azienda?6. La tua visione personale sul Social Customer Care: canale a sé stante oppure parte integrante di un servizio clienti in rapida evoluzione?Leggi l'articolo completo qui –> http://bit.ly/1E8vc4J

Gli highlight del podcast2:12 Risposta 1 (Marketing di contenuti) –> definire un messaggio, creare un dialogo e diffonderlo con costanza.11:10 Risposta 2 (infografica pag. 271) –> individuare una nicchia di contenuti che sia di interesse per il lettore.16:11 Risposta 3 (Blog e Social Customer Care) –> il blog per spostare online parte delle attività di Customer Service e fornire risposte rassicuranti ai clienti.22:00 Risposta 4 (come abbattere la diffidenza verso i blog aziendali) –> il Blog aziendale non è una panacea contro la crisi.24:35 Risposta 5 (la prospettiva futura del blog aziendale) –> dal "marketing secondo me" alla definizione di una voce ufficiale dell'azienda.Leggi l'articolo completo -> http://bit.ly/1pYoMRu

Gli highlight del podcast2:12 Risposta 1 (Marketing di contenuti) –> definire un messaggio, creare un dialogo e diffonderlo con costanza.11:10 Risposta 2 (infografica pag. 271) –> individuare una nicchia di contenuti che sia di interesse per il lettore.16:11 Risposta 3 (Blog e Social Customer Care) –> il blog per spostare online parte delle attività di Customer Service e fornire risposte rassicuranti ai clienti.22:00 Risposta 4 (come abbattere la diffidenza verso i blog aziendali) –> il Blog aziendale non è una panacea contro la crisi.24:35 Risposta 5 (la prospettiva futura del blog aziendale) –> dal "marketing secondo me" alla definizione di una voce ufficiale dell'azienda.Leggi l'articolo completo -> http://bit.ly/1pYoMRu

VISITA IL SITO > http://www.youmediaweb.comWeb Marketing 24 è il Podcast in italiano con News, Idee e Consigli su Web Marketing ed Editoria Digitale.Argomenti: posizionamento sui motori di ricerca, email marketing, social media marketing, viral marketing, video marketing, Google, Google AdWords, Google AdSense, Google Analytics, SEO, Search Engine Oprimization, SEM, Search Engine Marketing, Facebook, Twitter, Pinterest, Linkedin, Instagram, Google+.© 2014 YouMediaWeb - Mixed by Radiospeaker.it

VISITA IL SITO > http://www.youmediaweb.comWeb Marketing 24 è il Podcast in italiano con News, Idee e Consigli su Web Marketing ed Editoria Digitale.Argomenti: posizionamento sui motori di ricerca, email marketing, social media marketing, viral marketing, video marketing, Google, Google AdWords, Google AdSense, Google Analytics, SEO, Search Engine Oprimization, SEM, Search Engine Marketing, Facebook, Twitter, Pinterest, Linkedin, Instagram, Google+.© 2014 YouMediaWeb - Mixed by Radiospeaker.it

I momenti salienti di questo Podcast:0:46 L'evoluzione del CRM (Customer Relationship Management).1:20 3 trend e statistiche nell'articolo di Social Media Today.2:20 Anno 2016: fine del dominio del telefono?3:10 Il cliente vuole decidere3:55 Il Servizio Clienti con i Social Network: timori e perplessità.4:50 Case study: KLM un Social Customer Care "da cani" Leggi l'articolo completo –> http://bit.ly/1rpDpvu

I momenti salienti di questo Podcast:0:46 L'evoluzione del CRM (Customer Relationship Management).1:20 3 trend e statistiche nell'articolo di Social Media Today.2:20 Anno 2016: fine del dominio del telefono?3:10 Il cliente vuole decidere3:55 Il Servizio Clienti con i Social Network: timori e perplessità.4:50 Case study: KLM un Social Customer Care "da cani" Leggi l'articolo completo –> http://bit.ly/1rpDpvu

In the 5th episode of Social Antipasti podcast I will tell you why and how you can deliver an excellent Customer Service.Check out below the highlights of this Podcast:At minute 0:40 –> Why your Customer Service needs to become more 'human'.At minute 1:30 –> Understand your clients' needs.At minute 2:15 –> The key to be competitive in the Social Customer Service era.At minute 3:20 –> Your employees are crucial to reach your goals says Annette Franz (and I agree with her)At minute 4:10 –> Make sure your staff is aligned with your core values and targets.Read the full article –> http://linkd.in/1uv4BZL

In the 5th episode of Social Antipasti podcast I will tell you why and how you can deliver an excellent Customer Service.Check out below the highlights of this Podcast:At minute 0:40 –> Why your Customer Service needs to become more 'human'.At minute 1:30 –> Understand your clients' needs.At minute 2:15 –> The key to be competitive in the Social Customer Service era.At minute 3:20 –> Your employees are crucial to reach your goals says Annette Franz (and I agree with her)At minute 4:10 –> Make sure your staff is aligned with your core values and targets.Read the full article –> http://linkd.in/1uv4BZL

3° ed ultima tappa dedicata al Social Customer Care.In questo Podcast di 5 minuti ti aiuterò a fornire soluzioni ai clienti attraverso esempi e casi pratici ai quali potrai ispirarti. Leggi l'articolo completo --> http://bit.ly/1pFKmXa

3° ed ultima tappa dedicata al Social Customer Care.In questo Podcast di 5 minuti ti aiuterò a fornire soluzioni ai clienti attraverso esempi e casi pratici ai quali potrai ispirarti. Leggi l'articolo completo --> http://bit.ly/1pFKmXa

In this 4th episode of the Social Antipasti podcast, I will give you some tips to help you face the new challenges deriving from Social Customer Care. Check out below the magic moments of this Podcast:At minute 1:00 –> Consolidate your Customer Care cultureAt minute 2:00 –> 5 points loved by every online customerAt minute 3:25 –> Online conversations are not private: consequences for Brands. Read the full article here --> http://linkd.in/1qVByQH

In this 4th episode of the Social Antipasti podcast, I will give you some tips to help you face the new challenges deriving from Social Customer Care. Check out below the magic moments of this Podcast:At minute 1:00 –> Consolidate your Customer Care cultureAt minute 2:00 –> 5 points loved by every online customerAt minute 3:25 –> Online conversations are not private: consequences for Brands. Read the full article here --> http://linkd.in/1qVByQH

Benvenuto alla 2° tappa (su 3) dedicata al Social Customer Care. Dopo aver identificato la domanda del cliente nel precedente Podcast, oggi ti aiuto a creare una solida struttura per prevenire possibili cortocircuiti con il cliente. Leggi l'articolo qui -->http://bit.ly/1qrfbxB

Benvenuto alla 2° tappa (su 3) dedicata al Social Customer Care. Dopo aver identificato la domanda del cliente nel precedente Podcast, oggi ti aiuto a creare una solida struttura per prevenire possibili cortocircuiti con il cliente. Leggi l'articolo qui -->http://bit.ly/1qrfbxB

Questa è il primo di 3 Podcast che dedico al Social Customer Care.In particolare ti parlerò di come il presupposto per il successo del tuo Business consista nel saper individuare la 'vera domanda' di clienti/prospect. Leggi l'intero articolo qui -->http://bit.ly/WEyv24

Questa è il primo di 3 Podcast che dedico al Social Customer Care.In particolare ti parlerò di come il presupposto per il successo del tuo Business consista nel saper individuare la 'vera domanda' di clienti/prospect. Leggi l'intero articolo qui -->http://bit.ly/WEyv24