Page 13 - Geniecast LiveLabs: Customer Experience

How to Create a World-Class Social Customer
Care Program: 8 Building Blocks
with Dan Gingiss
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 agship website, and played a key role in the company winning its rst J.D. Power Award for “Highest in Customer Satisfaction.”
Are you struggling with setting up a social media customer service program? Learn how to bring your current program to the next level with author of Winning at Social Customer Care Dan Gingiss:
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Create a social care philosophy, choose the right technology, and hire/train the right people
Set up a social care process within your customer service framework and introduce social-speci c reporting
Integrate your social care program with the rest of your core business and with your CRM