In a recent LinkedIn post, Dan Gingiss, CSP highlights the profound impact of thoughtfully designed customer experiences, particularly focusing on how businesses can create “shareable moments” that naturally drive organic marketing and customer loyalty. Gingiss, a recognized expert in customer experience, shared an anecdote from a Father’s Day dinner at Maple & Ash to illustrate his points.
He observed that the restaurant excels not only in the quality of its food but also in the attentiveness of its staff, noting an almost magical refilling of water glasses. However, it was a specific, intentional touch that truly captured his attention and exemplified his core argument.
“As soon as we sat down, our server greeted us and presented me with my own keepsake version of the menu. What happened next? What always happens in an intentionally-designed Shareable moment: we took out our phones to take a picture.”
Creating Buzz Through Intentional Design
Gingiss, CSP argues that this deliberate act of providing a personalized menu, designed to be a keepsake, is a prime example of a “shareable moment.” He explains that such moments encourage customers to spontaneously document their experience and share it, effectively turning patrons into unpaid brand ambassadors.
“And now someone is talking about Maple & Ash and recommending that everyone try it, without ever being asked,” Gingiss, CSP writes, underscoring the inherent business value of exceptional customer experience (CX). This organic promotion, he suggests, is far more potent than traditional advertising.
The Emotional Impact of CX
Beyond the marketing benefits, Gingiss, CSP also touches upon the emotional aspect of customer experience. He points out that the initial interaction with the personalized menu, and the subsequent act of taking a photo, sets a positive and memorable tone for the entire dining experience.
“if you can get your customers smiling and laughing before they even pick up their fork, you’re definitely doing something right.”
According to Gingiss, CSP, this ability to evoke positive emotions early in the customer journey is a key indicator of a successful CX strategy. He acknowledges that while some might find such personalized touches unconventional, the overwhelming reaction observed was positive, with customers smiling and laughing.
CX as a Strategic Business Driver
In his analysis, Gingiss, CSP emphasizes that customer experience should not be an afterthought but a core strategic component of any business. The case of Maple & Ash, as he describes it, demonstrates how investing in the details of the customer journey can lead to significant returns in customer satisfaction, word-of-mouth marketing, and overall brand advocacy.
He concludes by reinforcing that creating these “shareable moments” is about more than just good service; it’s about intentionally designing an experience that customers will want to talk about and remember long after they’ve left. As Dan Gingiss, CSP notes, the true business value of CX lies in its power to create these organic, positive touchpoints.
📝 About This Content
This article is based on insights shared by Dan Gingiss, CSP on LinkedIn.
📅 Originally posted on June 22, 2026 | View original post on LinkedIn →