Customer experience expert Dan Gingiss offers a practical and comprehensive playbook for boosting customer engagement. Building on the premise that consumers’ needs constantly evolve, Gingiss makes the case for positive, shareable customer experiences as the key to thriving amid uncertainty and an overwhelming online environment. He encourages brands to hire a chief experience officer, stressing that positive customer experiences enable brand survival. Gingiss draws on two decades of leading customer engagement at Discover, Humana, McDonald’s and a plethora of smaller organizations.
About the Author
Dan Gingiss is chief experience officer at The Experience Maker, LLC. He is the author of Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media.
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5 months agoGreat book, i love it