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The Journey Mapping Playbook

A Practical Guide to Preparing, Facilitating and Unlocking the Value of Customer Journey Mapping

Jerry Angrave (Autor)

Buch | Softcover

156 Seiten

2020 | 1. Auflage
De Gruyter (Verlag)
978-3-11-064111-0 (ISBN)

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Based on real-world experience from hundreds of journey mapping sessions.
Captures lots of questions the author is asked before, during and after a session.
Covers the reality of our own journey in managing journey mapping.

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.

Jerry Angrave, Founder and CEO of Empathyce, UK

"Engages your attention from the very first page [...] makes for great, easy reading." - 5-star review by The Bookbag

Erscheinungsdatum	13.10.2020
Reihe/Serie	De Gruyter Business Playbooks
Zusatzinfo	40 col. ill., 40 col. tbl., 20 col. img.
Verlagsort	Berlin/Boston
Sprache	englisch
Maße	170 x 240 mm
Gewicht	413 g
Einbandart	kartoniert
Themenwelt	Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb
Schlagworte	client journey mapping • Customer Experience • Customer Experience Professionals Association • Customer Journey Mapping • Customer success • CX • CX career • CX practitioner • CX programmes • CX strategies • CX Strategy • de Gruyter • Empathyce • employee experience • employee journey mapping • Jerry Angrave • Marketing • marketing professional • Passenger Experience • Playbook • playbooks
ISBN-10	3-11-064111-9 / 3110641119
ISBN-13	978-3-11-064111-0 / 9783110641110
Zustand	Neuware