Episode 31: Why Customer Experience Matters

Published: Jul 28 2021

Featuring Dan Gingiss, Customer Experience Coach | Author | Podcaster

His 20-year career has consistently focused on delighting customers. He has held leadership positions at three Fortune 300 companies – McDonald’s, Discover and Humana – in customer experience, marketing, social media and customer service. He is now an international keynote speaker and experience consultant.

Dan is the author of the book, Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media, a host of the Experience This! Show podcast and a regular contributor to Forbes. He has been named one of the “Top 100 Digital Marketers of 2019” by both Brand24 and BuzzSumo and one of the “Top Customer Service Influencers” by Fit Small Business.

Dan earned a B.A. from the University of Pennsylvania and an M.B.A. from the Kellogg School of Management.

Episode quote:

“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

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