How to create a digital customer experience strategy to drive growth
- E192
- 51:13
- October 16th 2021
Dan Gingiss has led marketing teams in nearly every marketing channel — from direct mail to email to social media for over 20 years.
He also served in multiple customer service and customer experience leadership roles. Dan combines his professional experience at brands like Discover, McDonald’s, and Humana with tons of real-life examples from B2C and B2B companies of all sizes to recommend actionable, profitable CX solutions.
Dan speaks from his experiences of life “in the trenches” at a company he has worked for. He understands those dynamics and challenges and provides unique credibility, including leading a team that won the J.D. Power Award for Customer Satisfaction.
In this episode, he shares how we can create a digital customer experience strategy to drive growth predictably. Insights he shares include:
- Why is spending your marketing budget on attracting new customers wrong
- Is creating a remarkable customer experience the best sales and marketing strategy
- Why Dan decided to write the book - Experience Maker
- Digital customer experience vs. customer experience
- Managing the digital customer experience
- What is the WISER framework and why use it
- Common misconceptions about digital customer experience
- Do remarkable customer experiences need to be expensive
- How content can impact the creation of remarkable digital customer experiences
- and much much more....
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