The Journey Mapping Playbook

Download or Read eBook The Journey Mapping Playbook PDF written by Jerry Angrave and published by de Gruyter. This book was released on 2020 with total page 0 pages. Available in PDF, EPUB and Kindle.
The Journey Mapping Playbook
Author :
Publisher : de Gruyter
Total Pages : 0
Release :
ISBN-10 : 3110641119
ISBN-13 : 9783110641110
Rating : 4/5 (19 Downloads)

Book Synopsis The Journey Mapping Playbook by : Jerry Angrave

Book excerpt: 34 percent of all companies currently engage in the process, popular companies like Starbucks and Uber depend on customer journey maps to convey the importance of their customer's experience at all levels of transactions to the entire company - cmnty.com If, as a business, we are to benefit commercially from being more customer-centric then it goes without saying that we need to understand our customers better. We need to empathise with how we fit into their lives, not how we want them to fit into our processes. That's what journey mapping is all about; documenting and acting on what it's really like to be a customer. It's a simple and effective tool used by organisations throughout the world and across every sector. Done effectively and strategically, its influence can be significant. It's a tangible, very relevant way to capture what customers are doing, thinking and feeling as they interact with us. And by overlaying what else we know from our operational metrics and existing feedback and then by validating it all with customers, we create compelling reasons to change what can be improved and celebrate what's already great. 34 percent of all companies currently engage in the process, popular companies like Starbucks and Uber depend on customer journey maps to convey the importance of their customer's experience at all levels of transactions to the entire company - cmnty.com If, as a business, we are to benefit commercially from being more customer-centric then it goes without saying that we need to understand our customers better. We need to empathise with how we fit into their lives, not how we want them to fit into our processes. That's what journey mapping is all about; documenting and acting on what it's really like to be a customer. It's a simple and effective tool used by organisations throughout the world and across every sector. Done effectively and strategically, its influence can be significant. It's a tangible, very relevant way to capture what customers are doing, thinking and feeling as they interact with us. And by overlaying what else we know from our operational metrics and existing feedback and then by validating it all with customers, we create compelling reasons to change what can be improved and celebrate what's already great. A journey mapping workshop is just the start. It can be a fantastic catalyst for driving a customer centric culture. It involves people across all functions who can then act as your customer champions wherever they work. It means business decisions are made in full knowledge of the direct and indirect impact on customers. We can prioritise changes to be the ones that will help us demonstrate our brand promise most clearly and deliver on our purpose. And we can measure how well we do what's most important to our customers, not just carry out a mechanical audit of our processes. Journey mapping is a hugely versatile tool that will benefit any organisation of any size and complexity. It can be used to establish the starting point; a common understanding of what today's experience is really like. Beyond that we can use the frameworks to design future-state and innovative experiences, we can map the journeys of other customers personas and employees. So if we get it right and make the right, empathetic changes, customers will buy from us again, they'll be prepared to pay more, buy more and they'll tell everyone to do the same. We can communicate with them in their language and in a way that's more relevant and timely. And those involved will learn more about their own business; they will establish informal and formal cross functional working relationships. It stimulates excitement and stories within the business where everyone wants to get involved and support the drive for greater customer centricity. What then follows is simple: better experiences mean be


The Journey Mapping Playbook Related Books

The Journey Mapping Playbook
Language: en
Pages: 0
Authors: Jerry Angrave
Categories: Business & Economics
Type: BOOK - Published: 2020 - Publisher: de Gruyter

DOWNLOAD EBOOK

34 percent of all companies currently engage in the process, popular companies like Starbucks and Uber depend on customer journey maps to convey the importance
The Journey Mapping Playbook
Language: en
Pages: 156
Authors: Jerry Angrave
Categories: Business & Economics
Type: BOOK - Published: 2020-10-12 - Publisher: Walter de Gruyter GmbH & Co KG

DOWNLOAD EBOOK

The Journey Mapping Playbook is an accessible how-to toolkit aimed at customer experience and marketing professionals looking for ways to improve customer and e
Mapping Experiences
Language: en
Pages: 652
Authors: Jim Kalbach
Categories: Computers
Type: BOOK - Published: 2016-04-25 - Publisher: "O'Reilly Media, Inc."

DOWNLOAD EBOOK

Customers who have inconsistent, broken experiences with products and services are understandably frustrated. But it’s worse when people inside these companie
The User's Journey
Language: en
Pages: 161
Authors: Donna Lichaw
Categories: Design
Type: BOOK - Published: 2016-03-22 - Publisher: Rosenfeld Media

DOWNLOAD EBOOK

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 narrativ
Mapping Experiences
Language: en
Pages: 438
Authors: James Kalbach
Categories: Computers
Type: BOOK - Published: 2020-11-23 - Publisher: O'Reilly Media

DOWNLOAD EBOOK

Customers who have inconsistent experiences with products and services are understandably frustrated. But it's worse for organizations that can't pinpoint the c