Dan Gingiss

Dan Gingiss

@dgingiss.bsky.social

Customer experience keynote speaker and consultant. Author of The Experience Maker. Licensed bartender, pinball wizard, lover of rescue dogs and cats. A remarkable experience is your biggest competitive advantage.

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Dan Gingiss
@dgingiss.bsky.social

So excited to share my brand-new speakers reel with you all! 🎤 Let me know what you think! And of course, if you know any organization that would benefit from building a customer-centric culture and elevating their customer experience, I'd love an introduction. Thank you! 🙏 bit.ly/DanGingiss2025

bit.lyDan Gingiss Speaker Demo ReelThis is "Dan Gingiss Speaker Demo Reel" by Dan Gingiss on Vimeo, the home for high quality videos and the people who love them.
Dan Gingiss
@dgingiss.bsky.social

With Visa and Mastercard recently reaching a settlement on a two-decade legal battle with merchants, credit card merchant fees are suddenly in the spotlight – and consumers may find their rewards cards far less rewarding. www.forbes.com/sites/dangin... via @forbes #creditcards

forbes.comCredit Card Merchant Fees Could Get Your Premium Card RejectedCredit card merchant fees are suddenly in the spotlight – and consumers may find their rewards cards far less rewarding.
Dan Gingiss
@dgingiss.bsky.social

Great partnerships, whether in love or business, are built on trust, support, and a shared vision for growth. This Valentine’s Day, let’s celebrate the power of growing together, in life and in work. 💖 (Turn on sound to hear an AI-generated love song!) #ValentinesDay #Customerexperience

Dan Gingiss
@dgingiss.bsky.social

What he said 👇

RivermanRob@rivermanrob.bsky.social

So unnecessary! The customer experience is as, or more important than the product. If they do not fix this they will not thrive. They also need to recognise the harm of bad stories on social media

Dan Gingiss
@dgingiss.bsky.social

This week I am sharing ways to create thankful customers this Thanksgiving. #3 is simplifying navigation 🧭 Helping customers navigate your systems easily is a must to keep them happy. This goes for digital channels like a website or mobile app and for “old-school” channels like the telephone...

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Dan Gingiss
@dgingiss.bsky.social

For an Interactive Voice Response (IVR) telephone system, track how often each selection is chosen (you may not need all of those choices) and how many customers are “zeroing out” to the operator because they don’t understand or are frustrated...

Dan Gingiss
@dgingiss.bsky.social

This week I am sharing ways to create thankful customers this Thanksgiving. #3 is simplifying navigation 🧭 Helping customers navigate your systems easily is a must to keep them happy. This goes for digital channels like a website or mobile app and for “old-school” channels like the telephone...

Dan Gingiss
@dgingiss.bsky.social

Navigation fails when it’s designed to mimic the company’s organizational structure, which the customer doesn’t care about. Likewise when all of the options sound the same, customers are confused...

Dan Gingiss
@dgingiss.bsky.social

Happy #Thanksgiving week! This week I am sharing ways to make your customers thankful by improving the #customerexperience. #2 is Removing Pain Points. The customer experience journey is filled with pain points, and many of them are “known errors” or software bugs that persist for way too long...

Dan Gingiss
@dgingiss.bsky.social

Companies that allow these poor experiences to persist put undue pressure on their customers – and #customerservice agents – to identify their own workarounds. And yet reducing customer effort is often the quickest way to improve the overall experience...

Dan Gingiss
@dgingiss.bsky.social

When I worked at Discover Card, my digital team helped the company win its first J.D. Power Award for customer satisfaction by finding and fixing dozens of pain points on the website, the largest customer interaction channel. Though each fix seemed small, together they added up to a big win.

Dan Gingiss
@dgingiss.bsky.social

Happy #Thanksgiving week! This week I am sharing 9 ways to make your customers thankful. #1 is using clear language. Using clear, concise language is a simple way to improve the customer experience, but many companies haven’t taken the time to hire a good copy editor.

Dan Gingiss
@dgingiss.bsky.social

The healthcare industry, for example, still uses words that research has shown patients don’t understand. But companies like Target have written fun, encouraging building instructions for do-it-yourself furniture that remove the stress and dread of a big project.

Dan Gingiss
@dgingiss.bsky.social

Even legal disclosures are fair game, as translating “legalese” into understandable language is a win for both customers and the lawyers whose goal it is to ensure customers understand what they’re getting into. For more #customerexperience ideas: dangingiss.com/customers-th...

dangingiss.com9 Ways To Make Your Customers Thankful This ThanksgivingAs we celebrate Thanksgiving in the United States, it's time to look at all the ways customers are thankful for the way we do business.