Dec 31, 2021
Today I am beyond delighted to
introduce you to my friend Dan Gingiss to talk about how to create
remarkable experiences that your customers can’t wait to share. Dan
is an international keynote speaker and coach who believes that a
remarkable customer experience is your best sales and marketing
His 20-year professional career
included leadership positions at McDonald’s, Discover, and Humana.
He is the author of two books, including The Experience Maker which we will discuss today, and is the host of
two shows, the Experience This! podcast and The Experience Maker
LinkedIn live show.
While Dan’s insights are
valuable at any time, it is very much intentional to have this as
the last episode of the year. This is a time many reflect on the
year that has just ended and think about what they will be doing
next. If your plan doesn’t already include an improved customer
experience and having a business that people can’t wait to share
about, it should. Listen to today’s episode as you consider your
customer experience and look to improve it in the new
- [00:39] Today I am beyond
delighted to introduce you to my friend Dan Gingiss to talk about
how to create remarkable experiences that your customers can’t wait
- [03:36] Dan shares his
experience speaking at Social Media Marketing World for the first
- [04:30] Dan shares his
background of 20 plus years in corporate America.
- [05:04] We all know that word
of mouth is the holy grail of marketing. It is much better when
someone is saying nice things about us than if we are saying nice
things about ourselves.
- [05:29] A remarkable customer
experience is your best marketing strategy.
- [08:34] We have so much data on
our customers that we don’t use and we forget to come back
- [11:03] Experience can happen
anywhere. It is about knowing when to provide the right experience
when your customers need it most or don’t expect
- [13:47] There are so many
little things that we can do. Some people may advocate to only
focus on one side, but Dan (and Melina!) suggest you both get rid
of pain points and create positive moments.
- [14:26] If we keep focusing on
the little things, they absolutely add up to something
- [15:48] We have got to empower
all of our employees to truly believe they are in the customer
- [16:56] Become a customer of
your own business.
- [18:49] Remove pain points and
create peaks in your customer journey.
- [20:08] If your customer is
frustrated with your company, they are going to be more open to a
TV commercial or social media ad for your
- [22:16] The WISER Methodology
teaches you how to create the kinds of experiences that people want
to talk about. You have to be intentional about the experience to
make it so someone wants to share it.
- [22:55] W stands for witty, I
is immersive, S is sharable, E is extraordinary and R is
- [25:18] Millennials and Gen Z
in particular want a relationship with the brands they spend their
hard-earned money with. In order to have a relationship, you have
to have human interaction.
- [26:48] We don’t have to
delight in the same way every time.
- [28:57] There is a part of
every business where either you do it the same way as everybody
else or the same way it has always been done and you can turn it
into something that can be an experience when people least expect
- [30:43] Whenever you can play
to peoples’ kids or pets, you are going to hit them in the
- [32:36] There are lots of
opportunities, but we just have to seize them and look for chances
when people don’t expect it.
- [35:07] With gift-giving, make
sure you are giving a gift you would like to receive (i.e. don’t
slap a giant logo on your “gift”).
- [37:00] Shareable is the end
goal and it has to be strategic and intentional.
- [39:27] There are so many
opportunities where we can kick it up a little notch and do
something unique—it is a great way to stand out. You don’t have to
spend more, just spend differently.
- [40:39] Look for ways to make
work more fun and enjoyable.
- [42:37] Every communication is
- [45:36] Melina shares her
- [48:28] If you enjoy the
experience I’ve provided here for you, will you share about it?
That could mean leaving a rating/review or sharing the episode with
a friend (or 10!)
Thanks for listening. Don’t
forget to subscribe on
Android. If you like
what you heard, please leave a
review on iTunes
and share what you liked about the
I hope you love
everything recommended via The Brainy Business! Everything was
independently reviewed and selected by me, Melina Palmer. So you
know, as an Amazon Associate I earn from qualifying purchases. That
means if you decide to shop from the links on this page (via Amazon
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More from The Brainy Business:
Get the Books Mentioned on (or related to) this
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Top Recommended Next Episode:
Surprise and Delight (episode 60)
Already Heard That One? Try These:
Other Important Links:
What Your Customer Wants and
Can’t Tell You on Amazon, Bookshop, Barnes
Book Depository, and Booktopia