Becoming The Experience Maker (2nd Edition): Turn Everyday Interactions into Remarkable Customer Experiences

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