How Hard Is It to Be Your Customer book

How Hard Is It to Be Your Customer?

Using Journey Mapping to Drive Customer-Focused Change

Journey mapping opens up extraordinary avenues for business growth, but only when done wisely and well. Through insights from dozens of CX pros, extensive research, and real-world case studies, you can learn the best way to capture your customers’ experiences to drive action that gets results, boosting loyalty, satisfaction, and your bottom line.

“Journey mapping is an important element of understanding and improving customers’ lives – but 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 (CXPA), and author of Would You Do That to Your Mother?

Top 10 things you’ll learn about customer journey mapping:

The most common business cases for journey mapping.
When to map specific sub-journey vs an end-to-end customer experience.
When an investment in specialized journey mapping software or other tool is warranted.
Best practice preparation methods for mapping the customer journey.
How to discover the Moments of Truth that matter most to your customers.
The best ways to incorporate personas into your journey maps.
Understanding why a graphic representation of the journey is superior to a grid format.
How a journey map shows what my customers are thinking and feeling.
The biggest mistakes that companies make when doing journey mapping on their own.
How to use my customer journey map as a catalyst for change once it’s created.

We cover all this—and more—in our new book.

Get your copy of How Hard Is It to Be Your Customer?

Amazon

Paramount Books

Begin your own journey toward improved business outcomes and a better customer experience.

How Hard Is It to Be Your Customer book

About the Authors

Influential industry consultants. Analytical truth-seekers. Passionate keynote speakers.

Jim Tincher, CCXP Heart of the Customer’s founder and Mapper-in-Chief is a nationally-recognized customer experience expert, trainer, and keynote speaker. See full bio	Nicole Newton, CCXP As HoC’s B2B Practice Lead, Nicole uses her B2B and customer insight expertise to help companies identify and prioritize growth opportunities. See full bio

Concentrate on the Customer

Elevate your customer experience by inspiring your teams to transform company culture from the inside out. We share actionable ideas that help embed the voice of your customer in your strategy, and initiatives to break the barriers that have hindered success.

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Praise for the Book

Customer experience is not defined as investments in strategy or technologies to modernize the customer journey. It is simply the ‘experience’ a customer has (and feels) throughout their journey. Tincher and Newton teach you to see the world through the customer’s eyes to then learn how to make journey’s 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 bestselling author of The Amazement Revolution

Based on their own research, Nicole and Jim do a great job addressing why, all too often, journey maps fail to become the catalyst for change that they are meant to be. They then outline – with a lot of real-world examples – how you can avoid the mistakes so many others have made…Pay attention! This is an important book to read if you want your mapping efforts to yield the outcomes you expect.

—Annette Franz
CCXP and Founder/CEO, CX Journey, Inc.

Jim and Nicole have been my go-to experts whenever I have journey mapping questions. Their book is that perfect combination of mastery of the subject, relevant real-life stories from the people that lived them, and quantitative survey results. The result is a holistic, easily-digestible view of this important topic.

—Jason Kapel
CCXP and Director of CX, Fortune 100 financial services company

You can’t create customer-centricity until every employee understands what your customers need. In this book, Jim and Nicole share their years of experience at doing this with companies of all sizes and give you a jumpstart on creating a customer-focused culture.

—Frank Berweger
Head of Corporate Sales (America), Lufthansa Technik

Jim and Nicole are among the foremost thought leaders for the customer experience profession. In this book, they give you practical, proven guidance for mapping the customer journey most effectively so that you can drive transformational change in your business. It’s a “must read” for any CX practitioner!

—Darin Byrne
CCXP, Vice President of Client Experience & Delivery, Wolters Kluwer