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Insights to Take Your Customer Experience toThe Next Level

We live and breathe CX and want to teach you and your team to do the same! Check out Dan’s blog to stay up-to-date on customer experience news, trends, and best practices. Subscribe here for the latest news in your inbox.

A man expresses frustration by grabbing his head with both hands and screaming. The Biden-Harris Customer Experience Initiative aims to reduce common customer pain points.
Customer Experience

The Biden-Harris Customer Experience Reforms: Why Smart Businesses Will Embrace These CX Changes

The Biden-Harris administration is once again trying to tackle customer experience issues. In a move that’s sending ripples through the business world, the administration has launched the "Time Is Money"…

Dan Gingiss

3 min read

Several rows of bulk spices are displayed at a specialty spice store. Specialty retailers offer a unique customer experience.
Customer Experience

How Specialty Retailers Create Unforgettable Customer Experiences

tr Specialty retailers are in many ways the ultimate customer experience specialists. Freed from the constraints of big box chains, specialty stores focus on a specific product category or niche…

Dan Gingiss

6 min read

A man and a woman discuss a project while standing at a white board in an office. The RACI Model can be used for customer experience projects.
Customer Experience

How To Apply the RACI Model to Customer Experience

For customer experience to work, everyone needs to understand their role – and the RACI model can help. Though the model was developed back in the 1970s, well before CX…

Dan Gingiss

5 min read

A fictional fast food counter with several employees and customers. Franchise customer experience is a key component of profitability.
Customer Experience

Franchise Customer Experience: Balancing Consistency with Local Innovation

Can franchise customer experience be both uniform and customized at the same time? Franchise systems seeking to incorporate customer experience into their operational models face a unique set of challenges.…

Dan Gingiss

5 min read

Repeating images of a donkey and elephant, the symbols of Democrats and Republicans respectively, decorated in red, white and blue. The image is meant to depict mixing business and politics.
General Business

Mixing Business and Politics: What Companies Can Learn from Tractor Supply

When should business and politics mix? And what are the business implications when they do? Tractor Supply Company Makes Big Announcement Tractor Supply Company is an 85-year-old retail chain, based…

Dan Gingiss

8 min read

An aisle at a convenience stores contains snacks on the left wall and refrigerated items ahead and to the right. Customer experience in convenience stores has become a critical differentiator.
Customer Experience

How Convenience Stores are Elevating Customer Experience in 2024

Expectations have traditionally lingered somewhat low for customer experience in convenience stores. People generally want some gas, maybe a soda or a snack, followed by a quick exit. If they’re…

Dan Gingiss

5 min read

A shopper holds two shopping bags in their hand. Brick-and-mortar customer experience has become the last true differentiator for retailers.
Customer Experience

Enhancing Brick-and-Mortar Customer Experience to Compete with E-Commerce Growth

There was a time – not so long ago – when brick-and-mortar customer experience seemed almost like a misnomer from a bygone shopping era. The Internet was taking over retailing,…

Dan Gingiss

7 min read

A bearded man with a yellow hard hat leans against a roof with an electric drill in his hand.
Customer Experience

Customer Experience In The Roofing Industry: Technology And Maybe Some Fun

Customer experience in the roofing industry can be tricky because unless it happens to be planned, a roofer at your door is often not good. Roofers are required to combine…

Dan Gingiss

5 min read

Two people hug and comfort each other. Empathy in customer experience can be a powerful tool for generating long-term loyalty.
Customer Experience

Empathy in Customer Experience: A Key Loyalty Driver

Why is empathy important in customer experience? Because while customers will always want a good product or service at a reasonable price, that alone is not sufficient. Customers also want…

Dan Gingiss

5 min read

A relaxed-looking woman with long brown hair enjoys a shampoo at a salon.
Customer Experience

The Salon Customer Experience: Ultimate Nirvana

If there is one industry where customer experience is truly indispensable, it is the soothing world of the salon. That’s because a salon should be the ultimate refuge short of…

Dan Gingiss

6 min read

Two women with dark brown hair chat at a table. Customer advocacy is when customers have such a great experience that they tell others about it - advocating for the brand.
Customer Experience

Customer Advocacy: An Untapped Asset

Customer advocacy is when customers help promote your business – either by referring their friends, or through word-of-mouth and online engagement. So how do businesses make it happen, and with…

Rhys Williams

5 min read

Small green leaves emerge from seedlings planted in soil.
Events

Sustainability at Events Leads to Innovation

There has been a noticeable shift in the events industry towards sustainability. As concerns about climate change and environmental impact continue to rise, event organizers and attendees are increasingly prioritizing…

Brian Sano

5 min read

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Event planners love working with Dan because he’s easy to partner with and guaranteed to wow your audience. Audiences love him because his strategies are simple, actionable, and fun. Book Dan and give your attendees a keynote they’ll talk about long after the event.

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