Dan Gingiss – Chief Experience Officer at The Experience Maker. Dan talks about the time he delivered pizza to Michael Jordan and how CX can be the best sales and marketing strategy.
✔️ Focus on getting the customer to say something nice about you in public
✔️ Companies spend so much money into marketing and not nearly enough money into our existing customers
✔️ Don’t be afraid of complaints, because feedback is a gift. They are telling you where your experience is coming up short, and they are telling you how to fix it.
✔️ The people who don’t complain have already left for your competition.
The book that has influenced Dan the most in the past year:
✔️ Marcus Sheridan – They Ask You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing, and Today’s Digital
His note to all the customer service and CX professionals:
“Don’t take it personally” Unfortunately, customer take their frustration out on the customer service reps, and it isn’t their fault. It is the fault of the company.
WHAT IS PRESS 1 FOR NICK?
Nick Glimsdahl is a Director of Contact Center Solutions at VDS. On this podcast, Nick interviews customer service and customer experience leaders to talk about their stories, best practices, and lessons they have learned along the way.
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