Dan Gingiss
Forbes
Chicago, IL, United States
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Past articles by Dan:
22 Marketing Experts: Here’s What To Expect In 2020
Twenty-two marketing experts and practitioners recently responded to a survey about what to expect in marketing for 2020. Here's what they said. → Read More
Why Subjective Marketing Decisions Can Lead To A Poor Customer Experience
Major brands are still relying on simplistic A/B testing or general market research vs. more advanced testing methodologies. → Read More
Why An Emoji Is Worth A Thousand Words In Customer Service
Consumers are using more than just words to express their compliments and complaints to companies. More and more, they are using emojis – just as if they were texting to a friend. → Read More
5 Ways To Stop 'Taxing' Your Customers
Many consumers feel as though they are being “taxed” by the companies with which they do business every day. → Read More
13 Customer Experience Professionals Share Their CX New Year's Resolutions
With a new year comes new opportunities to examine the experience being offered to customers and to find ways to continually improve it. Here's how 13 customer experience professionals plan to do it. → Read More
7 Ideas For Content That Work For Both Sales And Marketing
In a talk at the INBOUND marketing conference, Marcus Sheridan taught marketers how to generate seemingly endless amounts of content based on what prospects and customers are asking about the company. → Read More
11 Customer Experience Experts: Here's How To Get Customers Talking About Your Company
I asked 11 customer experience professionals to name “the ONE thing that companies must do THIS YEAR to get customers talking about their experience,” and here’s what they said. → Read More
How Company Silos Can Destroy The Customer Experience
When one person is in charge of the faucets and another person is in charge of the irons, the customer loses. → Read More
5 Ways To Proactively Engage Prospects And Customers On Social Media
Proactively contacting prospects and customers on social media can create a surprisingly positive customer experience and many business benefits. → Read More
From Airlines To Baseball Teams, How Companies Can Control The Uncontrollable
Every customer experience matters, but some experiences are beyond the company’s control. What then? → Read More
Don't Be Like This Mike: Ripping Off Customers Is Bad For Business
Price gouging your customers is not good for business. Here are three things to make sure your company avoids. → Read More
How The Student Experience Can Provide Learnings For The Customer Experience
Steve Spangler, the founder of Steve Spangler Science, began his career as an elementary school science teacher in the early 1990s and immediately found that kids learned best when the instruction was turned into an experience. → Read More
What Happens In Vegas... 3 Examples Of Excessive Pricing That Leave Customers Dissatisfied
When it comes to customer experience, what happens in Vegas should probably stay in Vegas. During a recent visit for a conference, I observed several disturbing trends that suggest that customer experience has taken a backseat to the almighty dollar. → Read More
The Customer Was Front and Center at Social Media Marketing World 2017
Customer experience was a key theme that permeated throughout Social Media Marketing World 2017. → Read More
Does Outstanding Customer Service Lead to a Higher Stock Price?
We know that companies with finely-tuned customer experiences perform well. But does this hold true for expert customer service as well? → Read More
Twitter Researcher: Customers Will Pay More to Brands Who Respond to Tweets
In a new episode of the Focus on Customer Service podcast, Dan Gingiss and Dan Moriarty speak with Wayne Huang from Twitter to discuss how to prove that customer service has actual value on the platform. → Read More
Focus on Customer Service: Southwest Airlines
Southwest Airlines has a long-standing reputation as a different kind of airline – in a good way. When it comes to social care, the standard is no different. → Read More
Focus on Customer Service: Jack Threads
A “unique men’s fashion destination” that was “born social,” Jack Threads is a brand that understands the difference between customer service and true customer engagement. Here, the Customer Engagement Manager, David Tull, talks with FOCS about how to train CX staff to be "tweet-worthy," social media philosophy, KPIs, and more. → Read More
Focus on Customer Service: HP Inc. [PODCAST]
The sheer size of Hewlett-Packard’s operation – the company recently separated into two different Fortune 50 companies – requires a level of sophistication and scale that most organizations will never experience. But the rest of us can still learn a great deal from a huge, well-oiled machine that’s already solved many of the issues smaller companies are still experiencing. → Read More
Focus on Customer Service: Xbox [PODCAST]
Video gamers are serious about their craft, and when something isn’t working like it’s supposed to, they want answers – quickly. Thankfully, Xbox (part of Microsoft) offers a host of support options, including live chat, an instant callback from a live agent, a robust community forum, and the most responsive Twitter account in the world. → Read More