How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer Focused Change
| Informative | 8.5 |
|---|---|
| Helpful | 8.5 |
| Easy to Read | 9 |
| Value for money | 8.3 |
Learn how to create journey maps that actually get results
Nearly two out of three journey maps fail to drive customer-focused change. Find out how to make your initiative successful, and avoid the pitfalls that doom so many others, with this authoritative new book.
With insights from dozens of CX pros, extensive research, and real-world case studies and examples, How Hard Is It to Be Your Customer will help you 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.
Description
Review
Key Take-aways
- Nearly two out of three journey maps fail to drive customer-focused change.
- Journey mapping opens up extraordinary avenues for business growth, but only when done wisely and well..
- 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.
- Understanding your customer experience is the key to improving it…and to reaping the financial rewards that go hand in hand with increasing customer satisfaction and loyalty.
Why this book
Journey mapping is…often misunderstood or taken as a single tactic. Jim and Nicole connect both culture and action in this smart new book. –Jeanne Bliss, co-founder of the Customer Experience Professional’s Association, and author of Would You Do That to Your Mother?
Tincher and Newton teach you to see the world through the customer’s eyes to then learn how to make journeys more relevant, personal, and unforgettable. –Brian Solis, author of X: The Experience When Business Meets Design
To deliver the best customer experience, you must know everything your customers experience, and that starts with creating a customer journey map. It’s not an option–it’s a must-do. And this is the must-read book for helping you make that happen. –Shep Hyken, customer service expert and New York Times best-selling author of The Amazement Revolution
More about the author
Nicole Newton & Jim Tincher
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