Experience is Everything (Making Every Moment Count in the Age of Customer Expectations)

In Experience Is Everything, award-winning CX strategist Jeannie Walters shows leaders at every level how to transform everyday interactions into human-centered experiences that inspire loyalty and create lasting impact.

In today’s hyper-connected world, delivering exceptional customer experience (CX) is no longer a nice-to-have—it’s the key to growth, trust, and long-term loyalty.

In Experience Is Everything, award-winning CX strategist Jeannie Walters offers a transformative guide to reimagining customer experience as a mindset, strategy, and daily discipline. Whether you’re a CEO, team leader, or front-line employee, this book equips you to become a true “CX Change Agent”—one who drives positive, measurable results by focusing on human-centered experiences.

With practical tools, inspiring stories, and proven frameworks, Walters introduces her three-part foundation for CX success: a customer-centric mindset, a defined strategy aligned with organizational goals, and the discipline to take consistent action. Learn how to craft and implement a Customer Experience Mission Statement, build cross-functional alignment, and use journey mapping to remove friction and delight your customers at every step.

This isn’t theory—it’s a roadmap to impact.

Readers will learn how to:

• Distinguish between customer service and customer experience—and lead both effectively
• Create a clear CX Mission Statement to unify and empower teams
• Use customer journey mapping as a strategic, problem-solving tool
• Align CX goals with business outcomes like revenue growth and efficiency
• Build a culture where CX is everyone’s responsibility
• Turn feedback, data, and everyday interactions into loyalty-building moments

If you’re ready to make every customer interaction count, Experience Is Everything will show you how.

While major retailers like Amazon may carry Experience is Everything (Making Every Moment Count in the Age of Customer Expectations), we specialize in bulk book sales and offer personalized service from our friendly, book-smart team based in Portland, Oregon. We’re proud to offer a Price Match Guarantee and a streamlined ordering experience from people who truly care.

We’re trusted by over 75,000 customers, many of whom return time and again. Want proof? Just check out our 25,000+ customer reviews—real feedback from people who love how we do business.

Prefer to talk to a real person? Our Book Specialists are here Monday–Friday, 8 a.m. to 5 p.m. PST and ready to help with your bulk order of Experience is Everything (Making Every Moment Count in the Age of Customer Expectations).