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In This Episode:

  • From corporate marketer to customer experience expert
  • The importance of listening, patience and empathy in customer service
  • The shift from companies to “brands”
  • The brand is the reputation of the company
  • Customer experience as a competitive advantage
  • Being responsive to the customer on whatever channel they engage with you on
  • Making the customer feel “seen”
  • Opportunities to personalize the customer experience
  • Voice of the customer and actions of the customer
  • Taking ownership of going bald

Quotations From This Episode:

“My best advice in any career is do what you love, because it does make a huge difference.” ~Dan Gingiss

“It’s not that hard to teach someone how to use Facebook and Twitter; it is really hard to teach people to be empathetic.” ~Dan Gingiss

“You need to hire the skills that can’t be taught. And then train.” ~JennyQ

“It’s customer experience. And to me, that’s what defines brands today.” ~Dan Gingiss

“When we look at customer experience, the way that I define it, is how a customer feels about every single interaction they have with the brand.” ~Dan Gingiss

“You need to make sure that everywhere you are showing up that the people feel like they know, like, and especially can trust you.” ~JennyQ

“What a gift for someone to go out and use their social capital on Facebook, Twitter, Instagram, and say how much they love a brand.” ~Dan Gingiss

“It’s what customers want today; they want to have a relationship with the brand and a relationship is two way.” ~Dan Gingiss

“I definitely am a believer that the universe kind of just has plans, and you sort of have to go along with them sometime.” ~Dan Gingiss

“It was an evolution to get to the point where I could see myself.” ~JennyQ

“It’s when you can take ownership of the part that you have control over. That’s the moment that the shift happens.” ~JennyQ

“I think taking ownership of it is really, it’s therapeutic. And it’s empowering.” ~Dan Gingiss


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.



Twitter: .@dgingiss 

Instagram: @dgingiss

LinkedIn: /in/dangingiss