Experience Is Everything - by Jeannie Walters (Hardcover)

Book Synopsis

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.

Review Quotes

"Built on integrity and practical insight, Jeannie shows how small, intentional moments create big wins. Delaware North has seen it firsthand."----Marcus Story, Senior Director, Customer Experience, Delaware North

"For years, I've watched Jeannie turn empathy and clarity into real, consistent customer experiences. This book is the antidote to performative 'We care about customers' slides--finally giving leaders a way to prove it in every moment."----Gini Dietrich, Founder and CEO, Spin Sucks and Creator, PESO Model(R)

"Jeannie makes CX feel doable, disciplined, and downright energizing! Jeannie doesn't just talk about customer experience--she shows you how to build it into your muscles. Her microhabits hit that sweet spot where mindset meets discipline, turning everyday moments into compounding growth. This is the kind of book you finish and immediately think, 'Oh...I can use this Monday.' And then you actually do."----Henna Pryor, CSP, Speaker, Bestselling Author, Inc. Writer

"Jeannie shows leaders how to show up for customers with the same credibility she models onstage--intentional, authentic, and consistently customer-first. Jeannie's years of experience and passion for her work is hands down brilliant, and her concepts work! She has consistently demonstrated what she recommends for her clients through the top-notch customer experience she delivers."----Stacey Hanke, CEO and Keynote Speaker

"Jeannie Walters doesn't just talk about customer experience--she makes it actionable, human, and (above all) doable. Experience Is Everything proves that CX isn't a department--it's a discipline. Essential reading for every CX leader."----Ann Handley, Bestselling Author and Chief Content Officer, MarketingProfs

"Nobody understands daily customer moments better than Jeannie--this book shows leaders how to design them intentionally and deliver them consistently."----Joe Mull, Author of Employalty and Founder, Boss Hero

"Packed with practical ideas and memorable stories, Experience Is Everything shows you how to create intentional moments of magic at scale. If you want customer experience to be your competitive edge, read this book before your competitors do."----Shep Hyken, CX Expert and New York Times Bestselling Author of The Amazement Revolution

"This book turns engagement theory into daily CX practice. Follow Jeannie's steps and watch morale and loyalty climb together."----Joe Mull, Author of Employalty and Founder, Boss Hero

"This is an incredibly useful, practical, and clear playbook for demystifying experiences and turning them into a powerful business advantage. Highly recommended for all business leaders who care about customers."----Jay Baer, Author of The Time to Win: How to Exceed Your Customers' Need for Speed and New York Times Bestselling Author

"With trademark integrity and decades-deep CX expertise, Jeannie shows why disciplined customer experience isn't soft--it's a truly winning strategy in any business. Get ready to build your own CX Mission Statement and turn ideas into real outcomes."----Sid Banerjee, Chief Strategy Officer, Medallia

About the Author

Jeannie Walters, CCXP, CSP, is an award-winning customer experience expert, international keynote speaker, and Founder of Experience Investigators, a firm that's pioneered helping companies increase sales and customer retention through elevated customer experiences. The CXI (R) (Customer Experience Investigation) framework aligns customer experience goals to tangible business outcomes.

Trailblazing the movement from "Reactive Customer Service" to "Proactive Customer Experience," Jeannie is considered a leading authority for improving both employee and customer relationships. A Certified Customer Experience Professional and charter member of the Customer Experience Professionals Association, Jeannie's worked with numerous Fortune 500 companies, colleges and universities, non-profits, healthcare organizations, municipalities, and government entities.

As a Certified Speaking Professional and Professional Member of the National Speakers Association, Jeannie has spoken to tens of thousands of people across three continents on the power of proactivity to increase brand loyalty.

A sought-after business coach and educator, Jeannie has served as a guest lecturer and Masterclass instructor and has had over 500,000 people go through her courses on LinkedIn Learning. She launched CXI Membership(TM) in 2023 to connect overwhelmed leaders with guided support and education.

Passionate about demystifying the process for improving customer experience, Jeannie has published thousands of articles, and her insights have been featured in Forbes, The Chicago Tribune, Wall Street Journal, and many more. She lives and works just outside of Chicago with her husband, happily attending choir concerts and sporting events for her college-age children.