Social Media Customer Care Is The New Marketing With Dan Gingiss

July 22, 2015

Is social media customer care part of your social media strategy? Does your company provide great customer service?

For companies that thrive with social media customer car, they’re reaping massive benefits.

For the companies that haven’t nailed it down yet, this weeks’ guest, Dan Gingiss, takes us into the ways companies can use social media as a customer service tool that revolutionizes the way we look at marketing.

About the show:

The Social Media Social Hour is a podcast for marketers and entrepreneurs looking to get on the social media fast track. The podcast is an interview format, where each week I get up close and personal with top brands and influencers to talk social media, tech and online marketing. Each week I also share tools that I personally use to help me with social media management, sales, marketing, accounts management, and productivity. The Social Media Social Hour is presented by Scoreboard Social.

In this episode, here is what you’ll discover:

About Dan Gingiss:

Dan is a passionate proponent of amazing customer experiences and outstanding customer service, and a frequent tweeter and speaker about these topics. He is proud to have been recently included in “Behind The Brand: 30 Influencers that Drive Social Media for the Brands We Love” by Leadtail & Purematter, as well as “Top 100 Digital Marketing Experts” by adSpringr.

Dan’s career has consistently focused on delighting customers, and has spanned multiple disciplines including social media, digital design and experience, rewards and loyalty marketing, international product development, and direct-to-consumer product sales.

In his current role, Dan is the head of Digital Customer Experience and Social Care at Discover Card. He oversees the design and development of the company’s flagship website, Discover.com; leads the company’s social media servicing strategy; and is responsible for the customer experience and Voice of the Customer across web and mobile. All opinions expressed in his posts are his own personal views and not that of his employer.

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.

Mentionable Quotes:
  • Customer service on social media is the new marketing
  • “There are no social media experts”
  • Social media is no longer just marketing.
  • When your audience is talking back, you need to have a conversation with them.
  • “People that complain, actually have a problem with your service. This is an opportunity to discover how to fix that problem.”
  • Discover has a target response time of 15-20 minutes when engaging with audience.
  • Social media platforms are now encouraging customer service, for example:
    • Twitter lifting the character limit on DM.
    • Facebook giving brands a badge for fast response times.
  • Brands that use personal representatives names feel more personal.
  • Dan’s 3 Tips to provide rockstar customer care:
    • You have to be good at customer service first. You need a culture of service. If you are bad at customer service, social media will exacerbate those issues.
    • Human element. Your brand must show personality. Have a little fun.
    • Don’t be afraid of the complaints you are going to get.
    • BONUS TIP: Turn complainers into advocates through a positive customer care experience.

Items/people mentioned in the show:

Dan’s Social Media Six Pack:

  • If you were a superhero, which would you be? Spiderman
    1-10: How good of a listener are you? 6
  • Favorite zoo animal? Elephant
  • Go-to fast food when you’re starving? White Castle
  • Ketchup of Mustard? It depends
  • Were you on MySpace? No