Dan Gingiss is the former head of digital Customer experience for Discover Card and is now co-host of the Focus on Customer Service podcast. Dan’s career has consistently focused on delighting customers, and has spanned multiple disciplines including marketing, digital experience, social media, customer service, loyalty programs, and product management.
Dan is currently the Head of Digital Marketing for a Fortune 100 healthcare company, where he oversees social media marketing and customer service strategy, SEO and paid search, and e-mail marketing. Previously, Dan was the head of Digital Customer Experience and Social Care at Discover Card, where he led the design and customer experience of the company’s flagship website, Discover.com, and played a key role in the company winning its first J.D. Power Award for “Highest in Customer Satisfaction”.
Dan co-hosts the Focus on Customer Service podcast, where he interviews brands which are renowned for outstanding customer service in social media, garnering tips and best practices. The podcast is available on iTunes, Stitcher, and SoundCloud.
Dan holds a B.A. in psychology and communications from the University of Pennsylvania, and an M.B.A. in marketing and strategy from the Kellogg School of Management at Northwestern University. You can find him on Twitter at @dgingiss.
Breakout Description: It’s more important than ever for companies to ensure that their online and offline experiences are integrated. Social media adds another dimension because offline failures can quickly come online into the public eye. However, consumers are also willing to share experiences that exceed their expectations, but too few companies do this regularly. We will review multiple real-world experience examples to demonstrate the opportunity companies have to exceed expectations more often and how to manage social media complaints when expectations are missed.
Twitter: @dgingissGo Back