Dan Gingiss

In today’s competitive marketplace, companies can no longer compete on price or product alone. The real game-changer? Customer experience. But creating remarkable experiences that customers want to share doesn’t have to be complicated or expensive.

In Becoming The Experience Maker, Dan Gingiss introduces the proven WISER framework—Witty, Immersive, Shareable, Extraordinary, and Responsive—showing businesses how to transform ordinary customer interactions into powerful word-of-mouth marketing opportunities. Packed with 50+ real-world case studies from a variety of industries, this book provides a practical framework that businesses of any size can use to create customer loyalty and sustainable growth.

Inside this expanded second edition, you’ll discover:

• A step-by-step framework for creating memorable customer experiences
• Practical strategies for both B2B and B2C businesses
• Insights on today’s biggest challenges—including AI, crisis management, and digital experience design
• How to foster a customer-centric culture where every employee plays a role

From Fortune 500 companies to small businesses and nonprofits, Becoming The Experience Maker provides the roadmap to gaining a true competitive edge. Because when your customers are your biggest advocates, business growth becomes sustainable.

“For every business that suspects their only true differentiator is customer experience, this is the indispensable playbook for making it work.” >—Jay Baer, Author of 7 books, including The Time to Win

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 a Top Business Book of 2021 by Forbes, The Experience Maker helps managers and executives focus on customers who are already spending money with their company rather than spending more money on marketing new customers. In The 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.

This is the kind of book that you don’t read once; you read it forever.—Jay Baer, president of Convince and Convert and author of Hug Your Haters: How to Embrace Complaints and Keep Your Customers

Social media has changed customer service forever. It has shifted power from brands to consumers, requiring a different way of thinking about customer engagement.

Dan Gingiss has interviewed dozens of business leaders on his podcast, Focus on Customer Service. From those conversations and his own real-world experience at multiple Fortune 300 companies, Gingiss has developed a series of best practices called “8 Steps to Winning at Social Customer Care.”

Learn how to:

• navigate social media’s growing role in the overall customer experience
• develop your own Social Customer Care Philosophy
• decide which technology provider fits with your company
• recruit and train a stellar team of social customer service agents
• establish a scalable process, including crisis management and proactive customer service
• integrate Social Customer Care with the rest of your business

Gingiss gives you an invaluable glimpse at how top brands are “winning” at customer service in social media, and provides the tools for you to do the same at your company.