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The Journey Mapping Playbook: A Practical Guide to Preparing, Facilitating and U
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Item specifics
- Condition
- ISBN
- 9783110641110
- Subject Area
- Business & Economics
- Publication Name
- Journey Mapping Playbook : A Practical Guide to Preparing, Facilitating and Unlocking the Value of Customer Journey Mapping
- Publisher
- DE Gruyter Gmbh, Walter
- Item Length
- 9.4 in
- Subject
- Marketing / General, Customer Relations
- Publication Year
- 2020
- Series
- De Gruyter Business Playbooks Ser.
- Type
- Textbook
- Format
- Trade Paperback
- Language
- English
- Item Weight
- 14.6 Oz
- Item Width
- 6.7 in
- Number of Pages
- 156 Pages
About this product
Product Identifiers
Publisher
DE Gruyter Gmbh, Walter
ISBN-10
3110641119
ISBN-13
9783110641110
eBay Product ID (ePID)
11038588319
Product Key Features
Number of Pages
156 Pages
Language
English
Publication Name
Journey Mapping Playbook : A Practical Guide to Preparing, Facilitating and Unlocking the Value of Customer Journey Mapping
Subject
Marketing / General, Customer Relations
Publication Year
2020
Type
Textbook
Subject Area
Business & Economics
Series
De Gruyter Business Playbooks Ser.
Format
Trade Paperback
Dimensions
Item Weight
14.6 Oz
Item Length
9.4 in
Item Width
6.7 in
Additional Product Features
Intended Audience
Scholarly & Professional
TitleLeading
The
Reviews
"Engages your attention from the very first page [...] makes for great, easy reading." -- 5-star review by The Bookbag
Grade From
College Graduate Student
Illustrated
Yes
Grade To
College Graduate Student
Synopsis
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, 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, 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 is an accessible how-to toolkit aimed at customer experience 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. Check out our webinar on this book. The author and guests will 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 actually serve: https://www.youtube.com/watch?v=s64kDe1dm2Y&t=54s
Item description from the seller
Seller feedback (61,441)
- a***m (103)- Feedback left by buyer.Past monthVerified purchaseIn my 25 years of audio purchases, I have NEVER seen such quality packaging. Grills removed, surrounded by wrap and boxed separately, drivers covered with cardboard and gaffer tape, speaker corners protected with styrofoam. ASTOUNDING job to ensure I received my fairly priced item as described. I was truly impressed, so much that I'll follow their sales from now on. It is SO VERY RARE to get items shipped properly. Hats off to this seller. Sincerely, one happy customer.
- r***0 (174)- Feedback left by buyer.Past 6 monthsVerified purchaseGreat book, great quality, condition was as described, it great shape, the value of the book is good. The appearance of the book is very good, came in a plastic package. No damage to the book at all. Fast shipping, arrived earlier than dated that was listed. Great seller, I will buy more books from them!Yellow Wife: A Novel (#187360684479)
- j***o (38)- Feedback left by buyer.Past 6 monthsVerified purchaseTBH, I wasn't sure about ordering from a Goodwill, as I wasn't sure how the process was going to go. However, this store was responsive and prompt. My product came just as described and was very well packaged. Thanks for a good buying experience! I hope buy from you again.
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Seller feedback (61,441)
- a***m (103)- Feedback left by buyer.Past monthVerified purchaseIn my 25 years of audio purchases, I have NEVER seen such quality packaging. Grills removed, surrounded by wrap and boxed separately, drivers covered with cardboard and gaffer tape, speaker corners protected with styrofoam. ASTOUNDING job to ensure I received my fairly priced item as described. I was truly impressed, so much that I'll follow their sales from now on. It is SO VERY RARE to get items shipped properly. Hats off to this seller. Sincerely, one happy customer.
- r***0 (174)- Feedback left by buyer.Past 6 monthsVerified purchaseGreat book, great quality, condition was as described, it great shape, the value of the book is good. The appearance of the book is very good, came in a plastic package. No damage to the book at all. Fast shipping, arrived earlier than dated that was listed. Great seller, I will buy more books from them!Yellow Wife: A Novel (#187360684479)
- j***o (38)- Feedback left by buyer.Past 6 monthsVerified purchaseTBH, I wasn't sure about ordering from a Goodwill, as I wasn't sure how the process was going to go. However, this store was responsive and prompt. My product came just as described and was very well packaged. Thanks for a good buying experience! I hope buy from you again.