How do you go about creating customer experiences that leave a lasting impression and have people raving about your brand?
In this episode of CX-WISE podcast, renowned CX expert, Dan Gingiss unveils his W.I.S.E.R approach - witty, immersive, shareable, extraordinary and responsive - as the winning formula to captivate your customers and create moments they can't wait to share. He sheds light on how remarkable customer experiences can drive word-of-mouth marketing for brands.
Dan Gingiss is an international keynote speaker and CX consultant with over 20 years of experience in marketing. He is a prolific author, having written two books, "The Experience Maker: How to Create Remarkable Experiences That Your Customers Can’t Wait to Share" and "Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media."
Dan who is a leading CX influencer to follow, shares practical tips and real-world examples in this video. This podcast is a must-listen if you'd like to leave a lasting impact on customers in today's crowded marketplace. Listen here: [ Ссылка ]
0:00 Introduction
0:31 Who is Dan Gingiss?
1:54 The one where Dan delivered a pizza to Michael Jordan
3:41 What customer experience lessons Dan learnt from his father?
5:32 The CX mindset
9:58 Dan’s definition of customer experience and how it differs from customer service
12:08 What does WISER methodology stand for?
13:45 How to not be boring in brand communications?
18:14 Rethinking customers’ waiting experience
19:33 How to create an immersive experience?
22:09 Why creating shareable moments should be the top priority for brands?
25:53 How can you make your brand stand out?
28:36 Significance of responding to happy customers
30:37 Book giveaway: participate to win
31:21 How to fix a siloed organization to achieve better CX?
34:09 How can companies make life easier for their call center agents?
36:40 How are customer complaints beneficial for brands?
38:43 How should brands be using social media to their advantage?
This episode packed with CX wisdom is hosted by Sprinklr’s own Global Director - Brand Content, Nathan Bennett. It has all the practical insights and expert tips you need to pursue CX excellence.
Like this interview? Follow our YouTube channel for upcoming episodes of the CX-Wise podcast and more videos about CX culture, customer experience, customer service executives’ wellness and productivity, Unified-CXM, customer service tips, and more. Hit the subscribe button now to get notified when the next video drops.
Drop a comment to let us know which CX influencer you want us to interview next.
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About CX-Wise:
Launching CX-Wise, an editorial series to raise the bar for customer service & beyond. [ Ссылка ]
Get ready to level up your customer experience game with CX-Wise! Whether you're a seasoned pro or just starting out, our community of CX professionals will give you all the tools you need to tackle any challenge. We'll dish out practical insights, actionable strategies, and a ton of witty banter to keep you on your toes. Join us and share your own experiences, because together we'll break through the clutter and supercharge your customers' experiences.
Check out our first edition of CX-Wise and see for yourself. [ Ссылка ]
About Us:
At Sprinklr, our mission is to enable every organization on the planet to make their customers happier. Sprinklr is the leading enterprise company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.
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