Hosted by:

Katya Allison

Director of Marketing
Content at GRIN

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About GRIN Gets Real

Welcome to the GRIN gets real podcast, the show for people who want to maximize their marketing potential. From influencer marketing to eCommerce strategy and everything in between, each episode will feature industry experts that share their insights and provide actionable tips to help you achieve your marketing goals. Subscribe and stay tuned!

Why the customer experience matters

In this episode:

Dan Gingiss

Keynote Speaker | Customer Experience Coach | Author | Podcaster

Dan is the author of Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media and a contributor for Forbes. Since launching and co-hosting the Experience This! podcast, he is Brand25 and BuzzSumo’s “Top 100 Digital Marketers of 2019” and one of Fit Small Business’s “Top Customer Service Influencers.”

Full episode details

Increase your customer LTV by creating remarkable experiences

Dan Gingiss has a marketing and customer service background spanning more than two decades. As a senior manager at several Fortune 500 companies, including Discover, McDonalds, and Humana, he gained expertise in customer experience management through sales, support, social media, and more. Today, he is an internationally-recognized public speaker and brand experience consultant.

Keeping customers happy is the job of every representative – not just customer service

“The customer experience encompasses every single interaction that a customer has with your company… I believe that everyone has a role in the customer experience, even if you’re not directly customer-facing. Everyone’s in the business of customer service.” – Dan Gingiss

Not all brands are created equal, and what sets one brand apart from the others is its ability to deliver an extraordinary experience to their customers from start to finish. The future of business leaves little room for error when it comes to delighting your customers. Fortunately, the opportunities to capitalize on customer loyalty are vast in this day and age. Renowned marketer and author Dan Gingiss joined a recent episode of the GRIN Gets Real podcast to discuss what this great customer experience looks like from the brand perspective. In this exclusive interview, he encourages marketers to channel that “inner consumer” within to anticipate the customer’s deeper needs.

Why the customer experience matters

Breakdown of the GRIN Gets Real Podcast Episode 31

Brands have the opportunity to bring true joy to their customers, both in the short and long term. The key is remembering what it’s like to be that customer and eliminating barriers to a frictionless shopping experience.

“We’re all consumers in our other lives. We know what we like and don’t like. We know things that annoy us and so often, we turn around and do those same things to our customers.”

When it comes to brand growth, the connection that your customers feel to your company is everything. By nurturing that positive customer experience, you can win customers, keep them, and convert them into outspoken brand champions. In this podcast episode, listeners will learn:

How the customer experience touches every stage of the customer journey.
An explanation of the WISE concept.
Converting setbacks into positive customer experiences.
Why customer retention is the best way to cut costs.
How customer feedback can transform your customer experience.
Practical tips for providing great customer experiences.
And so much more!

Quotes from This Episode

“But marketing itself is also part of the experience. Marketing can be fun, and it can be annoying. Marketing is the pre-experience, and if I don’t like it, I don’t want to be a part of the organization.” “The extraordinary is about looking for places in your customer journey where you’re ordinary and kicking it up a notch to become extraordinary. You don’t have to high jump over the bar – you can just step over it, and you’re going to be better than the competition.” “No company is perfect. Amazon messes up, and yet, Amazon is one of the best at fixing up their mess. They leave you feeling better than if you’d not had a problem in the first place. And that’s the key.” “When we talk about omnichannel, it’s not about being everywhere, it’s about making sure that you understand that consumers cross channel all the time between web, phone, email, social media, in-person, etc. And as they cross those channels, the experience should be the same.”