The Experience Maker

"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 Soci