Building a Customer-Centric Culture with Dan Gingiss

The Better Leadership Team Show

In this episode of The Better Leadership Team Show, I dive deep into building a customer-centric culture with Dan Gingiss, an international keynote speaker and customer experience expert who believes that a remarkable experience is your best competitive advantage. His 20-year professional career included leadership positions at McDonald’s, Discover and Humana. Dan is the author of two books, The Experience Maker and Winning at Social Customer Care, and he co-hosted the award-winning Experience This! Podcast.

Dan shares invaluable insights on the importance of a customer-centric mindset, the critical role of employee empowerment, and effective strategies for measuring and improving customer experience. We discuss practical steps to foster a culture that prioritizes the customer at every level of the organization and the significant impact it can have on business success. Tune in to learn from Dan’s extensive experience and discover how to create remarkable customer experiences that drive loyalty and growth.

https://www.dangingiss.com

https://www.instagram.com/dgingiss

https://www.linkedin.com/in/dangingiss

https://www.facecbook.com/dangingiss

Thanks for listening! Connect with us at mike-goldman.com/blog and on Instagram@mikegoldmancoach and on YouTube @Mikegoldmancoach

Chương

1. Building a Customer-Centric Culture with Dan Gingiss (00:00:00)

2. The one most important characteristic of a great leadership team (00:04:14)

3. Defining Customer-Centric Culture (00:06:39)

4. Responsibility and Accountability in Customer Experience (00:09:43)

5. Listening to the Voice of the Customer (00:15:02)

6. Measuring Success in Customer Experience (00:18:24)

7. Overcoming Blame and Siloed Thinking (00:22:46)

8. The Power of Customer Care (00:27:01)

9. Improving Customer Experience: End-to-End vs. Memorable Moments (00:27:24)

10. Centralized Customer Experience Teams (00:28:42)

11. Balancing Remarkable and Functional Experiences (00:30:36)

12. The Importance of Employee Empowerment (00:31:25)

13. Where to Find More About Dan (00:46:44)