With Special Guest Dan Gingiss

Customers don't remember transactions. They remember experiences. That single idea has driven Dan Gingiss's entire career, and it is the difference between businesses that compete on price and businesses that never have to.

Dan spent nearly a decade at Discover Card, where he built and led their digital customer experience team, before becoming a keynote speaker and author known as "the experience maker." He has helped brands like McDonald's, Humana, and Discover turn everyday interactions into their strongest growth engine. In this episode, Meridith and Dan get into exactly how that works, at any budget, at any company size.

Dan breaks down his WISER framework: Witty, Immersive, Shareable, Extraordinary, and Responsive. He explains why price becomes irrelevant when experience is treated as a fifty-fifty partner with product. And he shares the exact open-ended questions that surface what customers actually value, which is rarely what a business assumes.

You will hear the story of a fast food owner who could not figure out why customers kept leaving, and the one small fix that changed everything. You will learn why customer service is what happens when customer experience breaks, and why fewer service calls should be the metric that gets a CEO's attention. And you will hear why treating customer experience like a multi-year transformation project is the single biggest mistake companies make.

In this episode:

• Why customers are experience sensitive, not just price sensitive
• The WISER framework for building remarkable experiences at scale
• How to ask questions that get customers to tell you the truth
• Why the small, inexpensive moments outperform big-budget overhauls
• How to make the business case for customer experience to a CFO

About Dan Gingiss:
Dan Gingiss is an international keynote speaker and customer experience expert with a dynamic and engaging speaking style that has captivated hundreds of audiences around the globe. He spent over twenty years in marketing and customer experience leadership, including nearly a decade at Discover Card, before building a career helping organizations turn everyday moments into growth strategy.

Connect with Dan:

Linkedin - linkedin.com/in/dangingiss

Instagram - instagram.com/dgingiss

YouTube - youtube.com/@theexperiencemaker

Facebook - facebook.com/dangingiss

Website - dangingiss.com

About Meridith Elliott Powell:
Meridith Elliott Powell is a Hall of Fame Speaker, Business Growth Strategist, and Award-Winning Author who helps organizations turn uncertainty into competitive advantage.

Learn more: meridithelliottpowell.com