Obviously Shareable: CX That Customers Want To Talk About

Last Updated November 5th, 2021

Dan Gingiss, The Experience Maker, Obviously Shareable, customer experience, how to create remarkable experiences, remarkable, shareable, customer relations, customer service

 

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The best and most effective marketing is a happy customer talking about you. Why? Because it’s authentic and credible — making it worthy of trust. That happy story they’re sharing? The personal and very real perception of their customer experience with your brand.

So how can brands create a CX that customers want to talk about? They should focus on creating emotional and WISE experiences: Witty, Immersive, Shareable, and Extraordinary. Because whether your customer’s emotions are positive or negative, if they’re strong, they’ll share them — even in B2B.

Today, our guest Dan Gingiss is back to talk about creating WISE customer experiences. Dan is the Chief Experience Officer at The Experience MakerC, where his role is challenging organizations to create shareable experiences. (You can hear our first conversation about creating “extraordinary” experiences on Episode 35 of this podcast.)

In addition to his current role, Dan has also held positions on digital marketing and social media teams inside companies like McDonald’s, Discover, and Humana. He’s also the author of The Experience Maker: How To Create Remarkable Experiences That Your Customers Can’t Wait To Share, which focuses on creating differentiation through your brand’s CX with experiences.

Today Dan shares why it’s vital to create a company culture that empowers everyone to create a better, positive, and share-worthy CX. He also shares three distinct qualities he looks for when designing remarkable experiences. They should be simple, practical, and inexpensive. And most importantly, they’re experiences that businesses can implement immediately.

For instance, for his son’s birthday, instead of a slice of cake with a candle, Fleming’s Steakhouse brought out a box of handmade chocolates with “Happy Birthday” spelled out in cocoa powder. The design was also topped with a sparkler. All four diners spontaneously took out their phones, photographed, and shared the dessert online. Dan explains that, metaphorically, it’s not hard to exchange candles for sparklers. It’s something organizations can do today to look at the CX through a new lens to create obviously shareable, emotional experiences

Dan and I also discussed:

Why Dan highlights a romance novelist in his marketing book
What the WISER framework stands for
How personalization creates shareable moments
Why Amazon loses money to invest in relationships
How to leverage B2C experiences in B2B

 

Obviously Shareable: CX That Customers Want to Talk About

Hear Episode 168 and any/every other conversation of The Customer Experience Podcast in your favorite podcast player …

ONce you’re there, please give an extra click to rate the show – or even take a minute to leave a review. It’s helpful and appreciated!

 

We also embed the full conversation and make it searchable right here in these blog posts. The recording with Dan Gingiss is right here …

 

 

 
 

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Video Highlights: Obviously Shareable: CX That Customers Want to Talk About

Check out the top five video highlights from the discussion with Dan Gingiss

 

1. Customer Experience is Every Interaction and Perception

 

 

2. Personalization vs. Customization

 

 

3. Taking a Fresh Approach to CX … Then Iterating

 

 

4. Solving Problems With Lifetime Value in Mind

 

 

5. Creating Action from AOC and VOC

 

Links Related to This Conversation:

 

 

Other Episodes You’ll Enjoy:

 

 

Subscribe, Listen, Rate, and Review The Customer Experience Podcast:

 

 

 

 

Ethan Beute

Ethan Beute | About The Author

Chief Evangelist at BombBomb, co-author of Rehumanize Your Business, and host of The Customer Experience Podcast, Ethan collects and tells stories of clearer communication, human connection, and higher conversion with simple, personal videos. BA: University of Michigan. MBA: University of Colorado-Colorado Springs. Fresh air & clean water.

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