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The Experience Maker
Book

The Experience Maker

How to Create Remarkable Experiences That Your Customers Can’t Wait to Share

Dan Gingiss
Morgan James Publishing, 2021

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Editorial Rating

7

Qualities

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  • Hot Topic

Recommendation

Customer experience expert Dan Gingiss offers a practical and comprehensive playbook for boosting customer engagement. Building on the premise that consumers’ needs constantly evolve, Gingiss makes the case for positive, shareable customer experiences as the key to thriving amid uncertainty and an overwhelming online environment. He encourages brands to hire a chief experience officer, stressing that positive customer experiences enable brand survival. Gingiss draws on two decades of leading customer engagement at Discover, Humana, McDonald’s and a plethora of smaller organizations.

Take-Aways

  • Inspire customers to share their positive experiences of your brand.
  • Create positive customer experiences that make customers feel understood.
  • Use the WISER methodology to outperform your competition and delight consumers.

About the Author

Dan Gingiss is chief experience officer at The Experience Maker, LLC. He is the author of Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media.

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