Customer Journey Map A Complete Guide 2020 Edition
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| Author | : Jerry Angrave |
| Publisher | : Walter de Gruyter GmbH & Co KG |
| Total Pages | : 156 |
| Release | : 2020-09-30 |
| Genre | : Business & Economics |
| ISBN | : 311064133X |
The Journey Mapping Playbook: A practical guide to preparing, facilitating and unlocking the value of customer journey mapping A valuable guide in helping you build stronger customer experience programmes by developing effective customer experience strategies. Customer journey mapping is a vital tool used by Customer Experience professionals around the world. The journey map is crucial in understanding and managing the customer's perception of your service or brand at critical touchpoints and prioritising how to improve that experience. Journey mapping also shows where great experiences currently exist within the company and how they should be celebrated or protected. The danger in not journey mapping or getting it wrong is having no meaningful purpose and no consensus around what actions to take or why. At best, you risk wasting time, and effort or, at worst, handing your advantage over to your competitor. What should a customer journey map envisage? How should you use it? And how do you plan, facilitate then demonstrate the value of journey mapping by providing a compelling argument within the organisation to make changes? The Journey Mapping Playbook is an accessible how-to-do-it toolkit aimed at customer experience (CX) and marketing professionals who wish to improve their customer and employee experience. Jerry Angrave, a Customer and Passenger Experience Director who works across many sectors, including aviation and travel, financial services, professional services, and manufacturing, provides insight and practical guidance on planning, facilitating, and delivering a strategic journey mapping workshop. In this playbook, you will learn how to: Define journey mapping; Understand why a journey map is commercially important; Prioritise which journeys to focus on and how; Decide whom to invite and which tools to prepare; Plan for an effective session; Make every stage of the journey relevant and purposeful; What to do at the output of the workshop to ensure you get the most out of them; Build an ongoing programme; Nurture better and more profitable customer experiences. This book is for you if: You are a customer experience or marketing professional; You are in the early stages of building a rewarding career in customer experience; The Journey Mapping Playbook is a practical guide, presented in striking colour, with downloadable worksheets and frameworks to help you prepare, plan and run your workshop. Events around the book Link to a De Gruyter Online Event in which the author Jerry Angrave and founder & CEO of Empathyce, together with Ian Golding, Global Customer Experience Specialist; Sarah Corney, Head of Digital Experience, CIPD, London; and Nathalie Wickens, Customer Experience Manager, Cardiff Airport, discuss how business professionals can develop confidence with Customer Journey Mapping by making business decisions which are aligned with the experiences of the people they serve: https://youtu.be/s64kDe1dm2Y
| Author | : Jim Kalbach |
| Publisher | : "O'Reilly Media, Inc." |
| Total Pages | : 652 |
| Release | : 2016-04-25 |
| Genre | : Computers |
| ISBN | : 1491923482 |
Customers who have inconsistent, broken experiences with products and services are understandably frustrated. But it’s worse when people inside these companies can’t pinpoint the problem because they’re too focused on business processes. This practical book shows your company how to use alignment diagrams to turn valuable customer observations into actionable insight. With this unique tool, you can visually map your existing customer experience and envision future solutions. Product and brand managers, marketing specialists, and business owners will learn how experience diagramming can help determine where business goals and customer perspectives intersect. Once you’re armed with this data, you can provide users with real value. Mapping Experiences is divided into three parts: Understand the underlying principles of diagramming, and discover how these diagrams can inform strategy Learn how to create diagrams with the four iterative modes in the mapping process: setting up a mapping initiative, investigating the evidence, visualizing the process, and using diagrams in workshops and experiments See key diagrams in action, including service blueprints, customer journey maps, experience maps, mental models, and spatial maps and ecosystem models
| Author | : James Kalbach |
| Publisher | : "O'Reilly Media, Inc." |
| Total Pages | : 872 |
| Release | : 2020-11-23 |
| Genre | : Computers |
| ISBN | : 1492076589 |
Customers who have inconsistent experiences with products and services are understandably frustrated. But it's worse for organizations that can't pinpoint the causes of these problems because they're too focused on processes. This updated book shows your team how to use alignment diagrams to turn valuable customer observations into actionable insight. With this powerful technique, you can visually map existing customer experience and envision future solutions. Designers, product and brand managers, marketing specialists, and business owners will discover how experience diagramming helps you determine where business goals and customer perspectives intersect. Armed with this insight, you can provide the people you serve with real value. Mapping experiences isn't just about product and service design; it's about understanding the human condition. Emphasize recent changes in business using the latest mapping techniques Create diagrams that account for multichannel experiences as well as ecosystem design Understand how facilitation is increasingly becoming part of mapping efforts, shifting the focus from a deliverable to actionability Explore ways to apply mapping of all kinds to noncommercial settings, such as helping victims of domestic violence
| Author | : Jim Tincher |
| Publisher | : PMP |
| Total Pages | : 188 |
| Release | : 2019-06-11 |
| Genre | : |
| ISBN | : 9781941688649 |
Learn how to create journey maps that actually get resultsNearly two out of three journey maps fail to drive customer-focused change. Find out how to make your initiative successful, and avoid the pitfalls that doom so many others, with this authoritative new book. With insights from dozens of CX pros, extensive research, and real-world case studies and examples, How Hard Is It to Be Your Customer will help you understand why some maps drive action - leading to an improved customer experience, greater customer loyalty, and impressive ROI - while others just gather dust on a shelf.
| Author | : Jeff Patton |
| Publisher | : "O'Reilly Media, Inc." |
| Total Pages | : 324 |
| Release | : 2014-09-05 |
| Genre | : Business & Economics |
| ISBN | : 1491904887 |
User story mapping is a valuable tool for software development, once you understand why and how to use it. This insightful book examines how this often misunderstood technique can help your team stay focused on users and their needs without getting lost in the enthusiasm for individual product features. Author Jeff Patton shows you how changeable story maps enable your team to hold better conversations about the project throughout the development process. Your team will learn to come away with a shared understanding of what you’re attempting to build and why. Get a high-level view of story mapping, with an exercise to learn key concepts quickly Understand how stories really work, and how they come to life in Agile and Lean projects Dive into a story’s lifecycle, starting with opportunities and moving deeper into discovery Prepare your stories, pay attention while they’re built, and learn from those you convert to working software
| Author | : Jennifer L. Clinehens |
| Publisher | : Jennifer L. Clinehens |
| Total Pages | : 222 |
| Release | : 2020-06-16 |
| Genre | : Business & Economics |
| ISBN | : |
What if you could use Nobel prize-winning science to predict the choices your customers will make? Customer and user behaviors can seem irrational. Shaped by mental shortcuts and psychological biases, their actions often appear random on the surface. In Choice Hacking, we'll learn to predict these irrational behaviors and apply the science of decision-making to create unforgettable customer experiences. Discover a framework for designing experiences that doesn't just show you what principles to apply, but introduces a new way of thinking about customer behavior. You'll finish Choice Hacking feeling confident and ready to transform your experience with science. In Choice Hacking, you'll discover: - How to make sure your customer experience is designed for what people do (not what they say they'll do) - How to increase the odds that customers will make the "right choice" in any environment - How to design user experiences that drive action and engagement - How to create retail experiences that persuade and drive brand love - How brands like Uber, Netflix, Disney, and Starbucks apply these principles in their customer and user experiences Additional resources included with the book: - Access to free video Companion Course - Access to exclusive free resources, tools, examples, and use cases online Who will benefit from reading Choice Hacking? This book was written for anyone who wants to better understand customer and user decision-making. Whether you're a consultant, strategist, digital marketer, small business owner, writer, user experience designer, student, manager, or organizational leader, you will find immediate value in Choice Hacking. About the Author Jennifer Clinehens is currently Head of Experience at a major global experience agency. She holds a Master's degree in Brand Management as well as an MBA from Emory University's Goizueta School. Ms. Clinehens has client-side and consulting experience working for brands like AT&T, McDonald's, and Adidas, and she's helped shape customer experiences across the globe. A recognized authority in marketing and customer experience, she is also the author of CX That Sings: An Introduction To Customer Journey Mapping. To learn more about this book or contact the author, please visit ChoiceHacking.com
| Author | : Donna Lichaw |
| Publisher | : Rosenfeld Media |
| Total Pages | : 161 |
| Release | : 2016-03-22 |
| Genre | : Design |
| ISBN | : 1933820365 |
Like a good story, successful design is a series of engaging moments structured over time. The User’s Journey will show you how, when, and why to use narrative structure, technique, and principles to ideate, craft, and test a cohesive vision for an engaging outcome. See how a “story first” approach can transform your product, feature, landing page, flow, campaign, content, or product strategy.
| Author | : |
| Publisher | : Carson-Dellosa Publishing |
| Total Pages | : 416 |
| Release | : 2017-07-27 |
| Genre | : Juvenile Nonfiction |
| ISBN | : 1483840115 |
GRADES 3–6: With age-appropriate activities, this beginning social studies workbook helps children build knowledge and skills for a solid foundation in map skills and geography. INCLUDES: This elementary workbook features easy-to-follow instructions and practice on key topics such as US geography, grid maps, US regions, global geography, North and South American geography, and more! ENGAGING: This geography and map workbook features colorful photographs and illustrations with fun, focused activities to entertain children while they grasp concepts and skills for success. HOMESCHOOL FRIENDLY: This elementary workbook for kids is a great learning resource for at home or in the classroom and allows parents to supplement their children's learning in the areas they need it most. WHY CARSON DELLOSA: Founded by two teachers more than 40 years ago, Carson Dellosa believes that education is everywhere and is passionate about making products that inspire life's learning moments.
| Author | : Gerardus Blokdyk |
| Publisher | : 5starcooks |
| Total Pages | : 308 |
| Release | : 2019-09-06 |
| Genre | : Business & Economics |
| ISBN | : 9780655916666 |
playing to win -- were you generally playing defense and have now gone of the offensive? Mass customization; what customers need a lot? What are the difficulties marketing faces with this approach? Which are the most frequent journeys? How can you identify and remediate gaps in customer experience and pave the way for active, loyal customer relationships? This premium Customer Journey Map self-assessment will make you the principal Customer Journey Map domain veteran by revealing just what you need to know to be fluent and ready for any Customer Journey Map challenge. How do I reduce the effort in the Customer Journey Map work to be done to get problems solved? How can I ensure that plans of action include every Customer Journey Map task and that every Customer Journey Map outcome is in place? How will I save time investigating strategic and tactical options and ensuring Customer Journey Map costs are low? How can I deliver tailored Customer Journey Map advice instantly with structured going-forward plans? There's no better guide through these mind-expanding questions than acclaimed best-selling author Gerard Blokdyk. Blokdyk ensures all Customer Journey Map essentials are covered, from every angle: the Customer Journey Map self-assessment shows succinctly and clearly that what needs to be clarified to organize the required activities and processes so that Customer Journey Map outcomes are achieved. Contains extensive criteria grounded in past and current successful projects and activities by experienced Customer Journey Map practitioners. Their mastery, combined with the easy elegance of the self-assessment, provides its superior value to you in knowing how to ensure the outcome of any efforts in Customer Journey Map are maximized with professional results. Your purchase includes access details to the Customer Journey Map self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows you exactly what to do next. Your exclusive instant access details can be found in your book. You will receive the following contents with New and Updated specific criteria: - The latest quick edition of the book in PDF - The latest complete edition of the book in PDF, which criteria correspond to the criteria in... - The Self-Assessment Excel Dashboard - Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation - In-depth and specific Customer Journey Map Checklists - Project management checklists and templates to assist with implementation INCLUDES LIFETIME SELF ASSESSMENT UPDATES Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.
| Author | : Paula Alexandra Gomes da Silva |
| Publisher | : Imprensa da Universidade de Coimbra / Coimbra University Press |
| Total Pages | : 29 |
| Release | : |
| Genre | : Design |
| ISBN | : 9892621891 |
This e-book brings together a collection of hands-on Service Design-related activities. This collection was assembled with a view to take students across the process of designing a service, from the early stage of exploratory research to the service blueprint phase. Besides providing step-by-step instructions to each activity, the e-book introduces students to a set of digital templates specifically created to support each of the activities described in the e-book.
