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customer experience

November 02, 2015
A common belief is that people hate advertising. They hate how they are saturated with advertising everywhere they go. They hate how it interrupts their TV shows, their radio, even their social media streams. But what if it wasn't that people hated advertising, thy were just a bit picky about it?
preferred promos
October 20, 2015
Imagine you’re scrolling through your Twitter feed the weekend before a big game, and you come across a tweet from a sporting goods company allowing you to buy your favorite player’s jersey at a special, discounted price. You click the “buy” button, enter your info, and you’re done. No switching apps. No re-entering credit card and shipping info. You purchase the item and get back to catching up on the latest @birchbox tutorial.
September 11, 2015
By using design thinking and customer journey mapping, brands can reboot their customer experience.
Redesigning User Experience Through Customer Journey Mapping | Social Media Today
June 16, 2015
The air conditioning was icy, but the atmosphere in the conference room was warm and congenial as Dan Gingiss delivered his excellent presentation on “How Social Media Impacts Customer Experience (and Vice Versa!)” at the Social Shake-Up on June 10, in Atlanta. As Head of Digital Customer Experience and Social Care at Discover, Dan was uniquely qualified to speak about how social and customer care can come together seamlessly to provide concrete value for brands and consumers alike.
April 28, 2015
Are you lost when it comes to customer experience? If so, what you need is a good customer journey map. Here's how you can learn to build one for yourself.
customer journey map
April 24, 2015
In this series of profiles, we'll be putting the spotlight on some of the wonderful speakers who will be featured at The Social Shake-Up this June. Today we hear from Dan Gingiss, the Head of Digital Customer Experience and Social Care at Discover Financial Services.
April 18, 2015
A few well known brands are renowned on the basis of how their customers experience these brands. Year after year, the situation remains the same: the same brands stand out in terms of the customer experience, and of the rest most of them are doing ok (not great) and haven’t improved much from the previous year. So what’s missing?
customer experience
April 17, 2015
When building a successful business or brand, the importance of your customers' experience with you shouldn't be underestimated. It has always been important, but it is even more important today when consumers can easily share online their good and bad experiences.
Branding: You Have To Work At It
April 08, 2015
In many ways, social media is just another channel. Most of the marketing techniques they teach in business school are just as applicable to social media as they are to direct mail. And if you’ve worked in or managed a call center, translating those skills to social is relatively straightforward. But here’s the big difference: Whereas traditional marketing and call centers have focused on 1-to-1 experiences and, in the case of mass marketing, 1-to-many, social media introduces the phenomenon of many-to-many experiences.
March 18, 2015
Consumers, as a whole, are undergoing a transformational shift in what they value most. Instead of accumulating owned possessions, more often than not customers are opting in to create memories through “renting” experiences. This is not a new concept, rather one that has been gaining popularity over the past five years.