How to Make Customers Love Your Social Media Program

<p>Dan Gingiss, Chief Experience Officer at The Experience Maker and keynote speaker, joins this episode of Social Pros to throw the spotlight on the customer experience.</p> <p><strong>Huge thanks to our amazing sponsors for helping us make this happen. Please support them; we couldn't do it without their help! This week:</strong></p> <p><a href="https://sforce.co/2U5DPt4" target="_blank" rel= "noopener"><strong>Salesforce Marketing Cloud</strong></a></p> <p><strong>Full Episode Details</strong></p> <p>Dan Gingiss, Chief Experience Officer at The Experience Maker, is a keynote speaker and author of ‘Winning in Social Customer Care’. His latest book, ‘The Experience Maker’ offers fantastic insights into how to <strong>build remarkable experiences</strong> for your customers.</p> <p>He joins the Social Pros podcast to give us a sneak peek at the wisdom he’s packed into his latest book. Dan discusses the importance of customer experience and how the pandemic only highlighted this.</p> <p>While there’s a lot of competition in many industries, there’s <em>not</em> much competition when it comes to providing a fantastic customer experience. Dan talks about how we’re often disappointed by brands and that one clear way to stand out is to <strong>go beyond customer expectations</strong>.</p> <p>Dan takes Social Pros listeners through the <strong>WISE system</strong> of creating content and communicating with customers, and why good customer experience starts with <strong>good employee experience</strong>.</p> <p><strong>In This Episode:</strong></p> <ul> <li>4:40 – Why there’s an ongoing need for books about customer experience</li> <li>9:23 – How you can still overdeliver on social media to keep customers happy</li> <li>12:22 – Why you can’t do good customer experience without good employee experience</li> <li>15:11 – How a focus on customer acquisition rather than retention affects the customer experience</li> <li>21:03 – How Dan feels about brand voices on social that don’t match the brand</li> <li>24:05 – Dan explore