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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 all the latest news, trends, and practices in CX!

Social Media

A photojournalist seeks out the next big news story.
Customer Experience

How Brands Can Generate Positive Media Coverage for Customer Experience Success Stories

A quick-thinking Comcast agent saved a customer’s life – and triggered a case study in how to get media coverage for customer experience success stories. The Mississippi-based Comcast representative grew…

Dan Gingiss

5 min read

A screen full of different emojis. Emoji meanings differ by generation.
Social Media

Emoji Meanings: Does That Emoji Mean What You Think It Does?

Ask a bunch of people about emoji meanings and you might get a bunch of different answers. And if those people represent different generations, that's where the fun begins. Emojis…

Dan Gingiss

7 min read

Social Media

The Entrepreneur Who Changed Social Media Management For Good

I recently interviewed Kate Bradley Chernis, CEO of social media platform Lately, on The Experience Maker live show. Here is an edited transcript of the interview. Dan Gingiss: Welcome to…

Dan Gingiss

5 min read

Customer Experience

Books and Games For Staying at Home During Pandemic

  In order to encourage people to #stayathome during the COVID-19 pandemic, I've compiled a list of my favorite Books and games for staying at home. I've also compiled household…

Dan Gingiss

5 min read

Customer Experience

Positive Customer Experience Examples Are More Shareable, Study Says

A recent study by business process outsourcing company Sitel Group uncovered a startling statistic about the relationship between customer experience and social media. It found that while 30% of consumers who have had a negative customer…

Dan Gingiss

5 min read

Customer Service

Using Emojis In Customer Service Improves The Experience

As customer service has moved at a rapid pace toward digital channels in place of the telephone, consumers are using more than just words to express their compliments and complaints.…

Dan Gingiss

5 min read

customer care training program
Customer Service

5 Key Components of a Social Customer Care Training Program

Once you’ve hired the right people to be the face of your social care program, it’s time to train them. This may overlap with existing customer service training in your…

Dan Gingiss

5 min read

social media trolls in customer service
Customer Service

Social Media Trolls in Customer Service: A Strategy Guide

Social media trolls? Haters gonna hate. The word “haters” wasn’t particularly common in the English lexicon until the late 1990s, and “haters gonna hate” first appeared in the lyrics of…

Dan Gingiss

5 min read

Customer Service

How to Hire the Right Social Customer Care Agents

No social care program can be successful without the right people interacting with your customers and prospects. The hiring of the front-line social care staff should be thoughtful, strategic, and…

Dan Gingiss

5 min read

Customer Service

Customer Service Track Shines at Social Media Marketing World

Although it is, at its essence, a marketing conference, the annual Social Media Marketing World gathering in San Diego is constantly adapting in step with the ever-changing world of social…

Dan Gingiss

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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