Episode 160 – Winning at Social Customer Care with Dan Gingiss

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A Wisdom Wednesday Episode. On Wisdom Wednesday I bring wisdom from the best books, articles, videos etc. and share the highlights with you!

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“Twitter is four things: it’s public, searchable, sharable and permanent.” – Dan Gingiss

Book of the Day: Winning at Social Customer Care – Dan Gingiss

Winning at Social Customer Care: Highlights from the Author Dan Gingiss

Today’s Guest: 

Dan Gingiss: Dan’s 20-year career has consistently focused on delighting customers, spanning multiple disciplines including social media, customer service, marketing, and digital customer experience. Dan has hands-on experience as an executive at multiple Fortune 300 companies, including his current role as Head of Global Social Media at McDonald’s Corporation. He previously served as Head of Digital Marketing at Humana and Head of Digital Customer Experience at Discover (where he played a key role in Discover winning its first J.D. Power Award for “Highest in Customer Satisfaction” and an IQPC award for “Best Social Care Program”).

Dan is the author of the book, Winning at Social Customer Care: How Top Brands Design Engaging Experiences on Social Media. He also co-hosts the Experience This! podcast, and previously hosted the Focus on Customer Service podcast, which was named one of “The 50 Best Customer Retention Podcasts to Help You Attract, Engage and Retain Customers” by NGDATA.

An accomplished keynote speaker, Dan has also been named to several notable industry lists, including:

  • “The 30 Most Influential People in Social Customer Service” by Conversocial
  • “50 Social Media Marketing Influencers to Follow” by TopRank Marketing
  • “The Top 15 NPS & Customer Service Thought Leaders to Follow” by CustomerGauge
  • “Behind the Brand: 30 Influencers That Drive Social Media for the Brands We Love” by Leadtail and Purematter

Dan holds a B.A. in psychology and communications from the University of Pennsylvania, and an M.B.A. in marketing and strategy from the Kellogg School of Management at Northwestern University. He resides in Chicago with his family and is an avid Cubs fan. You can find him on Twitter at @dgingiss.

 Dan Gingiss on Winning at Social Customer Care:

  • Experience This! Podcast
    • No interviews, No guests
    • 4 quick hit segments per episodes
    • Real-life customer experience across industries/brands
    • Show why they’re great and what we can learn from them
  • Focus on Customer Service Podcast
    • Over 48 interviews
    • Brands doing social customer care well
    • Technology companies

Dan Gingiss on Winning at Social Customer Care

  • Book Signing
    • Dan will be signing books at the Incite Group’s Customer Service Summit 11/16-17 at the Marriott Brooklyn Bridge in NYC.
    • www.SociallySupportive.com/Incite with coupon code SUPPORTIVE for $300 off registration.
    • Do a double selfie with me and Dan at the conference #Socially!
  • 8 Building Blocks in the Book
    • Dan’s own experience
    • Experience of 40+ companies
  • Dan’s Highlights from Winning at Social Customer Care
    • Customer Experience
      • Used to be: What happened on an airplane, stayed on an airplane.
      • Now: We see videos of what happens because people have devices in their pocket
      • There is no such thing as an offline experience anymore.
      • Any offline experience can come online at any time
    • Social Care Agents:
      • You need to be an expert at everything about your company
      • Understand how products/services work
      • Understand pain points
      • Know who to talk to to get things fixed
    • This is the one channel where people can talk back
      • Interesting that people want to engage with brands
      • Interesting what they have to say
      • People take time out of their day to complement your brand
      • Interesting that they want to ask questions
      • Brands can turn detratctors into advoctes
    • What gets shared on social
      • Dan’s Equation: Customer Expectations + Emotions = Willingness to Share
      • Extreme Emotions cause high willingness to share
        • Exceed expectations
          • Surprise and Delight
          • Customers are happy to share
        • Meet expectations
          • Just ok
          • Customers aren’t really moved to share
        • Miss expectations
          • Causes sadness, anger
          • Cause high willingness to share
    • Companies need to:
      • Minimize consumer pain points to decrease complaints
      • Focus on key moments of experience to make them memorable so you can cause a willingness to share positive brand experiences
      • Change brand sentiment, which is free marketing
    • Social Customer Care Teams
      • Where things now can get done because they can identify and quantify pain points
      • Reduce the companies’ own complaint volume by fixing underlying problem
      • Create more room to pay attention to brand advocates
      • Provide profitable product insights (Otterbox found people were taking phones into the shower. They launched the waterproof case based on social listening.)

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    • Ticket Liquidator:  Concerts, Sports Theater tickets. Buy or sell!
    • GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
    • CraftBeerClub.comGood People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
    • OneTravel: Search and compare flights from over 450 airlines.

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About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

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