Dan Gingiss is a Social Media and Customer Experience Executive, Author, Podcaster and Speaker. He’s currently working as Senior Director – Global Social Media at McDonald’s, responsible for global strategy and best practices sharing of social media marketing, listening, customer care, crisis management and insights/analytics.
Dan is the author of the book “Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media” and the host of “Focus on Customer Service Podcast”, presenting brands that focus on delivering outstanding customer service with social media.
He’s been invited to speak at internationally acclaimed conferences, such as Social Media Marketing World, Social Shake-Up, Corporate Social Media Summit, The Customer Service Summit and many more. You can find him guesting on a variety of podcasts and webinars, and referenced in books, articles and case studies on digital customer experience, social media, customer service and employee advocacy.
In this episode, Dan shares actionable tips for using Twitter as a channel for great Customer Service and Social Customer Care and how to make the most out of Twitter as your best service channel. He stresses the importance of managing and exceeding customer expectations, both offline and online, always monitoring conversations and mentions of your brand. He reveals why it’s important to jump in, listen to what people are saying about your brand (even if they are complaining), and engage proactively in the conversation.
“Twitter is really four things that other service channels are not – it’s public, searchable, shareable and permanent. That’s why Social Customer care is so important on this particular channel”
“Expectations + emotions = a willingness to share.” click to tweet
“Twitter is a key channel for social customer care.”
“Setting your hours or availability is about setting those customer expectations. It’s OK if you’re not 24/7, but you need to tell people when you’ll be there to respond.”
“Always show empathy for the situation and be friendly.”
— Duke Energy (@DukeEnergy) September 8, 2017
— OtterBox (@OtterBox) March 12, 2014
You can reach Dan on Twitter @dgingiss, LinkedIn or through his website, www.winningatsocial.com. And be sure to check out his podcast Focus on Customer Service and his book Winning at Social Customer Care.
Your call-to-action for this episode is to start using Twitter for social listening. You need to jump in, see what people are saying about your brand and engage in the conversation. Make sure to respond to everyone, whether it’s a compliment, a question or a complaint. Follow the tips Dan discussed in this episode and start implementing them for better customer service. Send me a tweet @MadalynSklar and tell me how these tips have helped your business. I want to hear from you!
I want to answer your questions about Twitter. Leave me a voicemail at MadalynSklar.com/speakpipe and I will pick a few to answer on the show. Don’t be shy. I want to hear from you.
Want an easy “one-click” way to Share Your Love for this podcast? Go here: www.madalynsklar.com/love to tweet out your love.
I appreciate you listening to this podcast, and would be extremely grateful if you would take a moment to rate & review it on iTunes. By doing this, more people will be able to benefit from the tips and tools shared in this #TwitterSmarter podcast series. Please also subscribe to this podcast while you’re there. It will ensure you don’t miss an episode!
I read every review that comes in, so please know that you have my sincere thanks! Not sure how to rate & review a podcast? Click here to learn how.
#TwitterSmarter Twitter Chat:
Join our weekly Twitter chat where you go to learn and share Twitter tips. It’s every Thursday at 1pm ET/10am PT. We’ll also have Q&A’s with guests from the #TwitterSmarter podcast. Mark your calendar. You don’t want to miss this!