Scott McKain speaking to Volkswagen

How Creating Distinction in the Marketplace Creates Meaningful Customer Experiences

Scott McKain is a Hall of Fame keynote speaker, a multi-time bestselling author, and probably the best voice on the stage that you’ll ever hear.  Below is a conversation about creating meaningful customer experiences through a focus on distinction. Dan

french fries

Is McDonald’s Now Focused On Customer Experience?

Fast food giant McDonald’s recently announced the promotion of Manu Steijaert to the new role of executive vice president and global chief customer officer, leading a brand-new customer experience team. As a former employee who did not have a good

Why website accessibility is critical to customer experience

Why Website Accessibility Is Critical To The Digital Experience

  Rafi Glantz is a Senior Partner Success Manager at an innovative website accessibility company called accessiBe. The company was recently featured on the Experience This! podcast. Dan Gingiss: Rafi, could you please introduce us to accessiBe? Rafi Glantz: Sure.

Don’t Fear Customer Complaints | CX Weekly with Dan Gingiss

The customers that complain do so because they care. They actually want to continue doing business with you. They want you to fix the problem. If they didn’t care, they would just leave. And so many customers do that. If you look at feedback as a gift, you will realize that these are customers that are trying to help you.

VOC vs. AOC | CX Weekly with Dan Gingiss

Why do we need to look at the Actions of the Customer (AOC)? When we see what people are actually doing, we can enhance the experience based on that.

Call Listening | CX Weekly with Dan Gingiss

I always heard that for every person that does call with a complaint, there’s at least 100 people that are having the same problem that don’t bother complaining. Now, while I’ve never confirmed that number, I can tell you anecdotally that it makes sense to me. It definitely makes sense because we have so many times where customers leave our business and never tell us why they’re leaving, because we never really opened ourselves up to hearing their feedback.