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The Experience Maker: How to Create Remarkable Experiences That Your Customers Can’t Wait to Share
Let's face Competition is tougher than ever these days. Competing on price is a loser's game -- just ask the two gas stations across the street from each other. And competing on product is getting harder and harder as almost everything can be copied -- just ask your favorite ride-share company.
So what's left? 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 your company. No one else has your human beings, which means that you can provide a customer experience that no one else can. It's time to make your customer experience a competitive advantage.
Almost every business has a "leaky bucket." Most companies are so focused on sales growth and bringing in new customers at the expense of the existing customers who are funding the business. Without our existing customers, we're out of business. So why do companies spend so much money and time on higher and higher sales and new customer goals and yet not nearly as much time with the people they already have?
Instead of spending more money on marketing and trying to acquire new customers, what if you focused on providing your existing customers a remarkable experience? Listen to your customers, engage with your customers, and they will become your best marketers. That's right, your existing customers will actually help you acquire new customers, and plug your "leaky bucket." And this book will show you how.
By learning from the successes of other companies and applying the proprietary WISER method (Witty, Immersive, Shareable, Extraordinary, Responsive) to your business, you will create an array of remarkable experiences that your customers will want to talk about with friends, family, and social media followers. In turn, you'll benefit from marketing that is far more credible, engaging, and authentic than yet another email or social media campaign.
Your business CAN compete on customer experience. When you create a remarkable experience for your customers, they become your best marketers and salespeople. The result is more customers, who stay longer, spend more, and recommend your company to others.
Wouldn't you like to become WISER than your competition?
So what's left? 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 your company. No one else has your human beings, which means that you can provide a customer experience that no one else can. It's time to make your customer experience a competitive advantage.
Almost every business has a "leaky bucket." Most companies are so focused on sales growth and bringing in new customers at the expense of the existing customers who are funding the business. Without our existing customers, we're out of business. So why do companies spend so much money and time on higher and higher sales and new customer goals and yet not nearly as much time with the people they already have?
Instead of spending more money on marketing and trying to acquire new customers, what if you focused on providing your existing customers a remarkable experience? Listen to your customers, engage with your customers, and they will become your best marketers. That's right, your existing customers will actually help you acquire new customers, and plug your "leaky bucket." And this book will show you how.
By learning from the successes of other companies and applying the proprietary WISER method (Witty, Immersive, Shareable, Extraordinary, Responsive) to your business, you will create an array of remarkable experiences that your customers will want to talk about with friends, family, and social media followers. In turn, you'll benefit from marketing that is far more credible, engaging, and authentic than yet another email or social media campaign.
Your business CAN compete on customer experience. When you create a remarkable experience for your customers, they become your best marketers and salespeople. The result is more customers, who stay longer, spend more, and recommend your company to others.
Wouldn't you like to become WISER than your competition?
- GenresBusinessNonfiction
212 pages, Hardcover
Published September 14, 2021
7 people are currently reading
209 people want to read
About the author
Dan Gingiss
7 books9 followersDan 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.
Believing that a remarkable customer experience is your best competitive advantage, Dan shares insights from his 20-year professional career that included leadership positions at McDonald’s, Discover, and Humana. His speaking engagements are enriched by real-world examples and effective strategies that inspire immediate action.
Dan Gingiss is the author of three books on customer experience and digital engagement — including The Experience Maker, ranked by BookAuthority as a Top Customer Experience book of all time (reaching #4), and its newly expanded 2nd edition, Becoming The Experience Maker.
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. Dan is also a licensed bartender, a pinball wizard, and he once delivered a pizza to Michael Jordan.
For more information, please visit www.dangingiss.com.
Believing that a remarkable customer experience is your best competitive advantage, Dan shares insights from his 20-year professional career that included leadership positions at McDonald’s, Discover, and Humana. His speaking engagements are enriched by real-world examples and effective strategies that inspire immediate action.
Dan Gingiss is the author of three books on customer experience and digital engagement — including The Experience Maker, ranked by BookAuthority as a Top Customer Experience book of all time (reaching #4), and its newly expanded 2nd edition, Becoming The Experience Maker.
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. Dan is also a licensed bartender, a pinball wizard, and he once delivered a pizza to Michael Jordan.
For more information, please visit www.dangingiss.com.
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Displaying 1 - 9 of 9 reviews
December 7, 2025
Another professional development book that could have been a pamphlet! If you removed all of the redundant examples and explanations and just assumed the reader had a general amount of common sense… each chapter could have been a page or two. However, I also understand that I will never be the person to pick up one of these books for fun.
November 16, 2021
High Stakes with Great Reward
The Customer Experience bar is pretty darn low right now. And that can be very good news for companies hungry to be recognized for their Customer Experience.
But is it really all that important? If your company is experiencing strong sales, what does it matter?
The most powerful answers lie in Chapter 3 of Dan Gingiss' book, The Experience Maker. Whether you are a CX professional, a business owner, a senior leader or a team member eager to take your company to the top ranking, you need to add this book to your reading list.
Just like Customer Service expertise, the simpler the solution, the better. Dan's book is enjoyable to read, easy to apply and loaded with research.
Still not convinced? A myriad of CX experts highly recommend Dan's book. After taking pages of pithy notes, I heartily concur.
Get his book, read it and apply its principles. You'll be glad you did!
The Customer Experience bar is pretty darn low right now. And that can be very good news for companies hungry to be recognized for their Customer Experience.
But is it really all that important? If your company is experiencing strong sales, what does it matter?
The most powerful answers lie in Chapter 3 of Dan Gingiss' book, The Experience Maker. Whether you are a CX professional, a business owner, a senior leader or a team member eager to take your company to the top ranking, you need to add this book to your reading list.
Just like Customer Service expertise, the simpler the solution, the better. Dan's book is enjoyable to read, easy to apply and loaded with research.
Still not convinced? A myriad of CX experts highly recommend Dan's book. After taking pages of pithy notes, I heartily concur.
Get his book, read it and apply its principles. You'll be glad you did!
January 14, 2022
Practical tips and advice. Easy to read book full of real-world examples. Like how the author discusses improvements that don’t have to cost a lot to make a big difference. Rather, just need to get “WISE.”
January 24, 2023
Fue una grata experiencia leer este libro, divertido, inteligente, conveniente y lleno de conocimiento sobre CX respaldado en casos prácticos que le dan veracidad y aire a la lectura.
Muy recomendado
Muy recomendado
September 5, 2022
Great book with many good stats to learn how to satisfy your customers. Understanding your customer’s needs and wants is key to running a successful business.
March 11, 2023
This book is a pretty easy read and has some good points. It's nothing earth moving but still useful.
September 7, 2023
Makes you think out of the box on making a great customer experience.
June 2, 2025
Such a helpful read for sparking ideas for customer experience innovation. Nothing flashy or surprising, but prompted good conversations among my CX team as to how we could introduce improvements.
February 19, 2022
Good ideas, but pretty simple. Lots of relevant and variety of examples shared. Author pitches his other material too frequently, which I hate in business books. Last chapters of the book largely irrelevant now, as they applied to 2020-era covid pandemic.
Displaying 1 - 9 of 9 reviews