Beschreibung CX That Sings: An introduction to Customer Journey Mapping (English Edition). 4.5/5 star rating on GoodreadsIncludes FREE access to online resources with large, full-color downloadable images of all example Journey Maps and PersonasAll content from the example Journey Maps and Personas is also included in the text, making it easy to see, read, and highlight important passagesIncludes access to FREE video companion course launching July 6th on CXThatSings.comDo 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 awayCustomer Journey Map Examples including eCommerce, Mixed Retail and Fast-Casual DiningHow to create user and customer personas, with examples, and a “how-to guide” for creating supporting user and customer personasFree bonus material, including customer experience case studiesFree access to online resourcesWhat 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
What is Customer Journey Mapping & Why is it Important ~ Customer journey mapping (also called user journey mapping) is the process of creating a customer journey map, a visual story of your customersâ interactions with your brand. This exercise helps businesses step into their customerâs shoes and see their business from the customerâs perspective. It allows you to gain insights into common customer pain points and how to improve those.
Nine sample customer journey maps â and what we can learn ~ In essence, a customer journey map is really quite a simple concept: an illustration that details all of the touchpoints at your organisation that a customer comes into contact with as he/she attempt to achieve a goal, and the emotions they experience during that journey. But the process of building the map is not so simple.
Concept Mapping / Research Methods Knowledge Base ~ Concept mapping is a general method that can be used to help any individual or group to describe their ideas about some topic in a pictorial form. There are several different types of methods that all currently go by names like âconcept mappingâ, âmental mappingâ or âconcept webbing.â All of them are similar in that they result in a .
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