The best part about customer experience is that it’s delivered by human beings. No one else has your human beings, so you can provide an experience that no one else can. I LOVE that line! Let me tell you a little more about this book...ReadabilityThe foreword by Ann Handley was fantastic! She sets the stage beautifully by providing "experience" context, and I LOVED the Michelin story. It's a great start to an incredibly engaging, easy read.Notable Highlights✔️ The WISER methodology (Witty, Immersive, Sharable, Extraordinary, Responsive) for identifying and creating remarkable customer experiences. The more components you have, the more remarkable the experience.✔️TONS of B2C & B2B case studies, sparking creativity. My favorites:- Chewy, being extraordinary to a customer whose pet recently passed.- ASOS, turning a typo into a witty social media moment.- NBA's Stephen Curry, responding with a handwritten note to a young girl’s request for his branded sneakers.✔️LOADS of stats to make the case for customer experience, useful for stakeholder buy-in.Engaging Concepts & Takeaways✔️ Nearly 30% of customers will share a negative experience on social, while almost 50% will do the same for a positive one. The issue? There aren't enough sharable positive experiences.✔️ The bar for customer experience is very, very low. Stand out by creating positive experiences that engage existing customers—they’ll become your BEST marketers!✔️ Serve customers in their preferred channel. If they message on social, don’t tell them to email. Go where your customers are, don't make them come to you.✔️ Customers see your company as one entity, not separate teams. They expect a seamless experience across all interactions.✔️ Test your content on eighth graders. If they understand, your customers will too. Clear communication builds trust, which helps attract and retain customers.Did it Deliver?This book kept me thinking about how crucial it is to create remarkable experiences for brand loyalty. It’s not that hard. As Dan says, “You just have to be a little over ordinary to be better than most and to have people take notice.”I highly recommend it to marketers focused on customer engagement, loyalty, and customer-centric strategies.