{"product_id":"experience-is-everything-book-jeannie-walters-9781637634462","title":"Experience is Everything","description":"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-centred 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.","brand":"WoB","offers":[{"title":"GB \/ NEW \/ GARDNERS","offer_id":52880104849681,"sku":"NGR9781637634462","price":16.39,"currency_code":"GBP","in_stock":false},{"title":"US \/ NEW \/ INGRAM","offer_id":53367547363601,"sku":"NIN9781637634462","price":0.0,"currency_code":"GBP","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/9781637634462.jpg?v=1765410514","url":"https:\/\/www.worldofbooks.com\/en-gb\/products\/experience-is-everything-book-jeannie-walters-9781637634462","provider":"World of Books ","version":"1.0","type":"link"}