{ "item_title" : "Experience Is Everything", "item_author" : [" Jeannie Walters "], "item_description" : "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 effectivelyCreate a clear CX Mission Statement to unify and empower teamsUse customer journey mapping as a strategic, problem-solving toolAlign CX goals with business outcomes like revenue growth and efficiencyBuild a culture where CX is everyone's responsibilityTurn feedback, data, and everyday interactions into loyalty-building momentsIf you're ready to make every customer interaction count, Experience Is Everything will show you how.", "item_img_path" : "https://covers3.booksamillion.com/covers/bam/1/63/763/446/1637634463_b.jpg", "price_data" : { "retail_price" : "28.00", "online_price" : "28.00", "our_price" : "28.00", "club_price" : "28.00", "savings_pct" : "0", "savings_amt" : "0.00", "club_savings_pct" : "0", "club_savings_amt" : "0.00", "discount_pct" : "10", "store_price" : "" } }

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