The Journey Mapping Playbook : A Practical Guide to Preparing, Facilitating and Unlocking the Value of Customer Journey Mapping (9783110641110)

The Journey Mapping Playbook is an accessible how-to toolkit book aimed at customer experience (CX) and marketing professionals looking for ways to improve customer and employee experience.

Using visualisation, templates and case studies this is a practical guide to planning, facilitating and delivering a strategic, supportive and effective journey mapping workshop.

The Journey Mapping Playbook is based on the author's real-world experience of running hundreds of journey mapping sessions. Understanding the priorities and pain points in customers' lives is critical to achieve business success.

Helping you to nurture better and more profitable customer experiences, this book will help you to:

Define journey mapping
Understand why it is commercially important
Prioritise which journeys to focus on and how
Decide who to invite and which tools to prepare
Plan for an effective session
Make every stage of the journey relevant and purposeful
Build an ongoing programme

The Journey Mapping Playbook shows you how to understand your customers better, whatever the size or sector of your business.

Product details

• Format Paperback | 156 pages
• Dimensions 170 x 240 x 12.7mm | 413g
• Publication date 01 Dec 2020
• Publisher De Gruyter
• Publication City/Country Berlin/Boston, Germany
• Language English
• Illustrations note 20 Halftones, color; 40 Illustrations, color; 40 Tables, color
• ISBN10 3110641119
• ISBN13 9783110641110
• Bestsellers rank 813,453

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