Mapping The Journey
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The Journey Mapping Playbook
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Author : Jerry Angrave
language : en
Publisher: Walter de Gruyter GmbH & Co KG
Release Date : 2020-09-30
The Journey Mapping Playbook written by Jerry Angrave and has been published by Walter de Gruyter GmbH & Co KG this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-09-30 with Business & Economics categories.
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
Creating A Cx That Sings
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Author : Jennifer Clinehens
language : en
Publisher: Independently Published
Release Date : 2019-01-18
Creating A Cx That Sings written by Jennifer Clinehens and has been published by Independently Published this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-01-18 with categories.
This book is about understanding your customer - how they view your brand, how they make choices, and how the customer experience shapes their purchase decisions. In this book the author explains, in actionable detail, how to create the most useful research tool in business - the customer journey map. Complete with templates, example journey maps, checklists and step-by-step instructions, this book will help you understand how to build and apply a customer journey map in any organization.Are you a marketer who wants to know how to improve your customer experience? Maybe you're agency or consulting side and are looking for an introduction on how to build a customer journey map? No matter your reason, "A CX That Sings: An introduction to Customer Journey Maps for marketers" will help you get to the bottom of building an industry-leading customer experience. A CX That Sings is divided into the following sections: 1. The Journey Mapping Toolkit: Best practice, examples of customer journey maps, templates, and checklists to help you get from zero to completed map with as little pain as possible. 2. The process of creating a Customer Journey Map: From the initial discovery workshop to final visualization and validation, you'll be guided through best practice examples, checklists, case studies, and common mistakes in experience mapping. Includes a section on common mental biases, working cross-functionally, and using the Journey Map to sell-in the right next steps (if you're an agency), or get support for these projects from others in your organization (if you're a product manager, brand manager, or marketing director). 3. The application of Customer Journey Maps: Learn how to use this as a jumping off point to develop additional opportunities, solutions, product and experience innovations, and build relationships that get CX initiatives funded, tested, completed, and measured.
Mapping Travel
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Author : Jordana Dym
language : en
Publisher: BRILL
Release Date : 2021-08-30
Mapping Travel written by Jordana Dym and has been published by BRILL this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-08-30 with History categories.
More often than not, readers of travel narratives can expect to find at least one map—if not several—showing, as English privateer William Dampier wrote, “the Course of the Voyage,” that is, where the author-traveler went and, implicitly, a sense of what was seen and experienced. Dampier used a now-common cartographic strategy to tell the story from beginning to end as well as around significant places on the way by marking the journey with a ‘pricked’ line. Despite the lines’ popularity and present ubiquity, the complex intellectual and material process of considering travel as a continuum rather than as a series of stops along the way and of plotting a journey onto a map have attracted relatively little academic attention. Drawing on a thousand years of European travel writing and map-making, Jordana Dym suggests that after centuries of text-based itineraries and on-the-spot directions guiding travelers and constituting their reports, maps in the fifteenth century emerged as tools for Europeans to support and report the results of land and sea travel. Called in subsequent centuries 'route maps,' 'itinerary maps,' and 'travel maps,' often interchangeably, what Dym defines as journey maps added lines of travel to show where travelers had been. Sine their emergence, most have taken one of two forms: itinerary maps, which connected stages as points with a line, and route maps, which tracked unbroken lines between endpoints. In the seventeenth century, the conventions of journey mapping were codified and increasingly incorporated into travel writing and other genres that represented individual travel. With each succeeding generation, these linear journey maps have become increasingly common and complex, responding to changes in forms of transportation, such as air and motor car ‘flight’ and print technology, especially the advent of multi-color printing. This is their story.
Journey Maps
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Author : Robert Curedale
language : en
Publisher: Design Community College
Release Date : 2016-03-28
Journey Maps written by Robert Curedale and has been published by Design Community College this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-03-28 with Industrial design categories.
In this book is described one of most powerful tools available to craft a superior experience for your customers and end users. Credible studies show that organizations that focus on experience optimization perform dramatically better than those that do not. In the 20th-century product styling like advertising was about making people want things. Service blueprints are a response to the realization that it is more efficient and successful to create new services and experiences that people want and need. The service sector makes up nearly 70% of most western economies and more than 50% of the Chinese economy, yet customers are often frustrated by their service experiences. Customers choose products and services that deliver the best experiences. Designing your customer's entire experience is key to differentiating your designs from competitors in an increasingly crowded competitive marketplace. Through applying journey mapping organizations can deliver a more compelling and valuable experience. Experience maps build consensus across your organization with stakeholders, to positively impact your entire organization and your bottom line. This method is a core strategic tool for all design and I believe it will become a required skill for every working designer and manager.
Cx That Sings
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Author : Jennifer Clinehens
language : en
Publisher: Independently Published
Release Date : 2019-09-12
Cx That Sings written by Jennifer Clinehens and has been published by Independently Published this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-09-12 with categories.
Do you know what makes your customers tick? This book is about understanding your customer - how they view your brand, how they make choices, and how the customer experience shapes their purchase decisions. In this book, the author explains how to create the most useful research tool in business - the customer journey map. Complete with templates, example journey maps, checklists, and step-by-step instructions, this book will help you understand how to build and apply a customer journey map in any organization. NEW TO THE SECOND EDITION 1. Bonus Customer Journeys Examples 2. Bonus Persona Examples 3. Even more bonus content including, "The Ultimate Guide to Running a Brainstorming Session That Works", and "How Amazon Uses Psychology in their CX to Drive Sales" CX That Sings is divided into three parts: 1. Understanding the Customer Journey Map 2. Building and Using Your Customer Journey Map 3. Examples, References, and Bonus Information Table of Contents: 1. The Customer Empathy Gap: Why Customer Journey Maps are so valuable 2. The Basics: What makes a killer Customer Journey Map 3. Marketing Personas: Your Journey Map's North Star 4. Think, Do, Stop: The brain of your Customer Journey Map 5. The Emotional Journey: The heart of your Journey Map 6. Introduction to the Process of Building a Customer Journey Map (with step by step use case) 7. Step 1 - Research 8. Step 2 - Define your Persona 9. Step 3 - Populate the Think, Do, Stop Model 10. Step 4 - Create a Hypothesis Map, Stress Test, and Design Your Map 11. Step 5 - Identify opportunities based on your research Bonus 1 (NEW): Journey Map Example #1 - Fast Food Customer Journey Bonus 2 (NEW): Journey Map Example #2 - Rail Tickets Booking Customer Journey Bonus 3 (NEW): Journey Map Example #3 - eCommerce Athletic Shoe Journey Bonus 4 (NEW): Persona Example #1 - The Palmer Family Bonus 5 (NEW): Persona Example #1 - The Palmer Family Bonus 6 (NEW): Persona Example #2 - Katie Voase Bonus 7 (NEW): Persona Example #3 - Sam Carter Bonus 8 (NEW): Persona Example #1 - The Palmer Family Bonus 9 (NEW): The Ultimate Guide to Running a Brainstorming Session That Works Bonus 10 (NEW): Three Critical Checklists for Customer Journey Mapping Bonus 11 (NEW): Avoid These 7 Decision Traps by Thinking Like a Scientist Bonus 12 (NEW): The Psychology of an Unforgettable Customer Experience Bonus 13 (NEW): Why Simplicity is the Key to Winning Customers Bonus 14 (NEW): Why Personalizing Your Customer Experience Will Make it Irresistible to Customers Bonus 15 (NEW): Customer Experience Case Study - Amazon Bonus 16 (NEW): Customer Experience Case Study - Starbucks Who will benefit from "CX That Sings"? Are you a marketer who wants to know how to improve your customer experience? Maybe you're agency or consulting side and are looking for an introduction on how to build a customer journey map? No matter your reason, "A CX That Sings: An introduction to Customer Journey Maps for marketers" will help you get to the bottom of building an industry-leading customer experience.
Cx That Sings An Introduction To Customer Journey Mapping
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Author : Jennifer L. Clinehens
language : en
Publisher: Jennifer Clinehens
Release Date : 2019-01-15
Cx That Sings An Introduction To Customer Journey Mapping written by Jennifer L. Clinehens and has been published by Jennifer Clinehens this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-01-15 with Business & Economics categories.
4.5/5 star rating on Goodreads - Includes FREE access to online resources with large, full-color downloadable images of all example Journey Maps and Personas - All content from the example Journey Maps and Personas is also included in the text, making it easy to see, read, and highlight important passages - Includes access to FREE video companion course launching July 6th on CXThatSings.com Do you know what makes your customers tick? This book lays out, in actionable detail, the process of creating a Customer Journey Map - a visual story about how people experience your brand. A bridge between your business and its buyers, Journey Maps can empower your team to understand customer motivations, fears, and challenges. "CX That Sings" will guide you, step-by-step, through the mapping process. You’ll finish feeling ready to engage stakeholders and design a Customer Journey Map that makes an impact. In CX That Sings, you’ll discover: - Actionable advice, checklists, and tactics that will make you confident to start journey mapping right away - Customer Journey Map Examples including eCommerce, Mixed Retail and Fast-Casual Dining - How to create user and customer personas, with examples, and a “how-to guide” for creating supporting user and customer personas - Free bonus material, including customer experience case studies - Free access to online resources What readers are saying: "Very clear with lots of useful online resources." "This is a great step by step guide that anyone can follow with some really solid logic behind why each element is important." About the Author Jennifer Clinehens is currently Head of Experience at a major global experience agency and 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, Adidas, and more, she's helped shape customer experiences across the globe. A recognized authority in marketing and customer experience, she is also the author of Choice Hacking: How to use psychology and behavioral science to create an experience that sings. You can find more information about this book, additional materials, and supporting resources at CXThatSings.com
Mapping Methods 2
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Author : Robert Curedale
language : en
Publisher:
Release Date : 2018-03-17
Mapping Methods 2 written by Robert Curedale and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-03-17 with categories.
Ux Customer Journey Map
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Author : Character Designs
language : en
Publisher:
Release Date : 2019-07-08
Ux Customer Journey Map written by Character Designs and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-07-08 with categories.
A journey map is a visualization of the process that a person goes through in order to accomplish a goal. User journey map is a visualization of an individual's relationships with a product/brand over time and across different channels. And with this notebook you will be able to plan a proper journey mapping and improve your product or services user experience design.Hand drawn user experience design journey mapping notebook with one unique design repeated on 120 pages.Specifications: - White paper- 120 Pages- Matte paperback cover- Size at 8.5 x 11 in / 21.59 x 27.94 c
How Hard Is It To Be Your Customer
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Author : JIM. TINCHER
language : en
Publisher:
Release Date : 2022-05-03
How Hard Is It To Be Your Customer written by JIM. TINCHER and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-05-03 with categories.
Learn how to Create Journey Maps that actually GET ResultsTop business leaders know that in order to deliver the best customer experience, they must learn as much as possible about their customers. Many understand the learning process often starts with creating a customer journey map to understand how customers interact with their business. However, the tough reality remains-nearly two out of three journey maps fail to drive customer-focused change. First published in 2019, before the COVID pandemic so quickly changed the way researchers gathered data and businesses interacted with customers, this book has become one of the top-selling books on the subject of journey mapping, It has already helped thousands of CX research professionals and business leaders plan and execute successful journey mapping initiatives and avoid the pitfalls that doom so many others. With insights from dozens of CX pros, extensive research, and real-world case studies and examples, this book guides you through the process of creating and using journey maps. This updated edition came about because of the changes created by the pandemic and the skyrocketing use of journey mapping software it helped bring about. Now with an added chapter that focuses on journey mapping software tools, and the ability to create living journey maps, this enhanced edition of How Hard Is It to Be Your Customer? will help you better 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.
Catalogue Of Map Room Of The Royal Geographical Society
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Author :
language : en
Publisher:
Release Date : 1882
Catalogue Of Map Room Of The Royal Geographical Society written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1882 with categories.