About the Book
Competition is tougher than ever these days and competing on price or product just doesn't work as well anymore. So how can companies stand out in a crowded marketplace that is constantly evolving?
The answer is customer experience, and the best part about customer experience is that it's delivered by human beings which are unique to a company.Named aTop Business Book of 2021 byForbes,The Experience Makerhelps managers and executives focus on customers who are already spending money with their company rather than spending more money on marketing new customers. InThe Experience Maker, Dan Gingiss teaches that creating a remarkable experience for customers will ensure they become a company's best marketers and salespeople. By learning from the successes of other companies and applying the proprietary WISER method (Witty, Immersive, Shareable, Extraordinary, Responsive), managers and executives learn to create remarkable experiences that their customers will want to talk about with friends, family, and social media followers.
About the Author :
Dan Gingiss is an international keynote speaker and customer experience coach who teaches audiences and corporations that a remarkable customer experience can be their best sales and marketing strategy. He spent 20 years in Corporate America delighting customers while holding leadership positions at three Fortune 300 companies – McDonald’s, Discover and Humana. Dan is the author of Winning at Social Customer Care, a host of the Experience This! Show podcast, and a regular contributor to Forbes. He earned a B.A. in psychology and communications from the University of Pennsylvania and an M.B.A. in marketing from the Kellogg School of Management at Northwestern University. He currently resides in Buffalo Grove, IL.
Review :
“If an experience happened to you and you never shared it, did it actually happen? The answer is yes. Dan is The Experience Maker. After years of designing experiences, Dan shares with you everything he’s learned to help you become an experience maker now and in a post-disruption world.” –Brian Solis, world-renowned digital anthropologist, futurist, and bestselling author
”Despite the fact that I’m a sales and marketing guy, I feel it’s time we all started talking a LOT more about customer experience. That’s why this book by Dan Gingiss is so very important. And what’s great about this work is that he has systematized CX, something very few have done well up to this point. So if you’re looking for a clear, proven system that will elevate your customer experience, retention, and ultimately sales, this book is a MUST read.” – Marcus Sheridan, partner at Marcus Sheridan International/IMPACT and author of They Ask, You Answer
“From in-person interactions to digital conversations, any business that hopes to succeed in the future must combine strategic insights with tactical application to deliver remarkable customer experiences. In The Experience Maker, Dan Gingiss brings to bear over twenty years of overseeing customer engagement at Discover, Humana, McDonald’s, and dozens of small- and medium-sized businesses. His WISER methodology offers a playbook for creating raving fans in a consistent, scalable fashion that will be valuable to your business regardless of your size, scale, or industry. Stop reading blurbs and just buy this book—you won’t be disappointed.” –Joey Coleman, speaker, consultant, and Wall Street Journal bestselling author of Never Lose a Customer Again
“Remember that one experience that made an impression on you for life? That is this book! Meta, right? Let’s face it, if you are a human being, you’re in the experi- ence business. Buy this book, make it your bible, and learn how to create big and micro human moments your customers will never forget.” – Bryan Kramer, TED Talk speaker and USA Today bestselling author of Human-to-Human
“Dan Gingiss crushes it with his new book. The Experience Maker is about com- peting in experience wars not price wars. That is how to build brand loyalty in an economy. This is a great book!” – John R. DiJulius III, chief revolution officer of The DiJulius Group and author of The Customer Service Revolution
“Is your brand’s customer experience remarkable? If not (or even if it is), this is your go-to book to up your game! Dan provides a thought-provoking model for you to employ to design and deliver a remarkable experience for your customers. This book is not based on theory; you will find practical and actionable examples that not only bring the concepts to life but also allow you to translate the proprietary model to your business.” – Annette Franz, founder/CEO of CX Journey Inc. and author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business)
“In The Experience Maker, Dan Gingiss delivers a playbook that CMOs have been waiting for to implement industry-leading customer experience market - ing. Providing a clear and powerful framework with his WISER model, Dan helps companies in this post-pandemic economy to design the right digital experience to ensure they adapt to changing trends. Strategically focusing on the customer experience in the digital age is no longer an option: Market share will be determined more and more by customer experience. That is what makes The Experience Maker all the more timely and important for every CMO and CEO to read.” – Neal Schaffer, president of PDCA Social and author of The Age of Influence
“A great book on the importance of building a shareable (contagious!) customer experience; another winner from the wise and sparkling pen of Dan Gingiss.” – Micah Solomon, customer service turnaround expert and author of Ignore Your Customers (and They’ll Go Away)
“Dan Gingiss makes a compelling case for using customer experience as your top marketing strategy. The Experience Maker reveals a helpful model and shares numerous examples to help you discover how to get customers talking about your business.” – Jeff Toister, author of The Service Culture Handbook
“Dan Gingiss has found the secret to building a company that breaks through the competition. In The Experience Maker, Dan lays out the blueprint for standing out and succeeding in business today by winning with customer experience. Stop competing and start creating remarkable experiences one customer at a time. This is a book that needs to be shared over and over again. Bravo, Dan Gingiss, for paving the way for the future of customer experience.” – Jesse Cole, owner of The Savannah Bananas and author of Find Your Yellow Tux
“2020 changed the customer experience landscape in ways most of us couldn’t predict. Dan’s WISER approach not only addresses the shifts in the economy and customer behavior, but it also thrives in a world where customer lifetime value is the essential business fortification of every company. This book serves as a perfect blueprint for companies that wish to grow amidst economic calamity.” – Dennis Wakabayashi, VP of CX Solutions Delivery at RR Donnelley
“Dan’s passion for the power of a memorable customer experience is inspiring, and his ideas for how organizations can routinely deliver it are direct and action- able. In today’s hyper-connected world, good news travels as fast as bad news, so every organization has even more incentive to create repeatable processes that make ordinary customer experiences extraordinary. This book will help you lead your organization in building a customer-first growth strategy.” – Chuck Cohen, managing director of Benco Dental Company
“Dan approaches customer service like no one else. He puts the heart and purpose into it. I truly believe he was born to teach all the major companies we buy from how to provide an experience leading to customer service on another level. In addition, if you ever experience his style of sharing his custom process via his talks, consulting, and hosting, you will be mesmerized and changed for a lifetime. If you have a team that needs inspiration and process, it needs The Experience Maker —hands down!” – Marquesa Pettway, lifestyle business mastermind creator and Zoom strategist
“Dan Gingiss understands every aspect of customer experience, having worked in corporate environments and advising leaders as a successful entrepreneur. His book provides a wealth of actionable information based on proven best practices. Regardless of skill level, you’ll learn a lot and be glad you invested the time to be a better experience maker!” – Stacy Sherman, founder of DoingCXRight®
"Recommended reading for any salesperson or marketer who wants to reach customers on more than a financial level. It shows how to go above and beyond most sales routines to create and transmit an experienced-based form of success." -D. Donovan, Senior Reviewer, Midwest Book Review
“When it comes to customer experience, you have to ‘be amazing or go home.’ And that’s exactly what Dan Gingiss has accomplished with his new book, The Experience Maker. This will become your go-to resource for creating amazing experiences for your customers, and then watching as they tell everyone about it. Dan’s professional background, remarkable storytelling ability, and practical advice make this your must-read CX book!” –Shep Hyken, customer service/experience expert and New York Times bestselling author of The Amazement Revolution
“For every business that suspects their only true differentiator is customer experience, this is the indispensable playbook for making it work.” –Jay Baer, founder of Convince & Convert and co-author of Talk Triggers
The Experience Maker has been listed on LinkedIn’s “10 New Books to Gift a Marketer (Or Yourself) This Holiday Season," TopRank Marketing’s “Read It & Reap: 11 Top New Marketing Books To Savor,” Uniphore’s “Top Books CX Leaders Should Read in 2021” and Sales Enablement PRO’s “Top 21 Books for Enablement Practitioners in 2021.
