Arrow signs pointing left and right

Why It Pays To Embrace The Middle in Politics and Business

When it comes to politics in the United States, all the money is on the left and the right. But when it comes to business, it may pay to embrace the middle. The Toxic Political Climate The absolutist nature of

Wooden cubes with scrambled letters

Why Language Is Critical In Customer Experience

Every point of communication between a business and its customers is an opportunity to enhance the customer experience. In particular, the language companies use can either educate or confuse. Here are two stories from my own experiences that definitely qualified

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Being Witty In Your Product Offerings Will Make You More Memorable

Being Witty can make you more memorable, but what exactly is Witty and what are some examples? “Witty” is the “W” in the “WISER” methodology outlined in my new book, The Experience Maker: How To Create Remarkable Experiences That Your Customers

Be Amazing or Go Home Show

What Makes An ‘Amazing’ Customer Experience?

I was recently interviewed by customer service expert Shep Hyken for his TV show, Be Amazing or Go Home! Shep and I go way back. He gave an amazing and inspirational keynote speech for Discover — where I was eventually

Dan Gingiss speaks to an audience

Know Your Audience For A Better Customer Experience

Last week I had the pleasure of delivering a keynote speech on customer experience at the CX Summit in Cartagena, Colombia. The setting was the beautiful Hilton Cartagena, and the attention to detail given to everything from the massive stage

man in mask

Customer Experience Experts: How Can Companies Recover From The Pandemic?

The COVID-19 pandemic changed everything for businesses, particularly when it comes to customer experience. Companies were forced to deal with closures, employees working from home, supply chain issues, and an increasing demand for remarkable customer experience. And most weren’t prepared.