“It’s not about grand gestures but about consistently delivering extraordinary experiences in ordinary interactions.” – Dan Gingiss 

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In a riveting episode of “Joseph Jaffe is not Famous,” I engaged in a thought-provoking conversation with Dan Gingiss, author of “The Experience Maker.” The episode was not just a discussion; it was an exploration into the art of crafting customer experiences that resonate and linger long after the interaction is over. 

10 Key Takeaways/Insights: 

1. Unscripted Authenticity 

2. Small Details as Differentiators 

3. Empathy in Service 

4. Passion Fuels Performance 

5. Team Building Through Unconventional Means 

6. The Power of Memory in Experiences 

7. Siloed Structures as Barriers 

8. Digital Transformation and Customer Touchpoints 

9. Customer-Centric Employee Empowerment 

10. Personal Connection Through Customization

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Here are my show notes: 

11m – Bricks were heavy; own it versus hide behind it

14m – Lead with passion (and/or have fun) – can you have both?

16m – Start January with a sprint

17m – Chuck E. Cheese

21m – Michael Jordan – over my head (CX learning)

31m – Experience = Talking about it; Remarkable = Worthy of Remark

31m – The perfectly average restaurant

33m – Naturally photo worthy (35m – Forcefeeding the hashtag)

36m – Dippin Dots

38m – I love my….CREDIT CARD???!!!

40m – The smallest…cheapest…SIMPLEST….most valuable things (4 filters)

40m – Extra Ordinary (sounds expensive!); 42m – Elasticity of Experience

43/44m – Flemings

46/47m – Little irritants

51m – Packaging Easter Eggs

55m – Fifedoms; Choppy Experience

1h – Doesn’t have to be expensive

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“Enjoy the little things in life, for one day you’ll look back and realise they were big things.” – Kurt Vonnegut

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