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?
Get your copy of How Hard Is It to Be Your Customer?
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.
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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.
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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.
Begin your own journey toward improved business outcomes and a better customer experience.
Praise for the Book
Book Tools & Resources
Selecting a Journey to Map – Guidelines to Consider
Selecting a Customer to Map – Guidelines to Consider
Kickoff Meeting –Template & Timeline
Stakeholder Interviews – Template & Tips for Interviewers
Hypothesis Mapping - Facilitator’s Reference Guide
Identifying Orthodoxies – A Journey Mapping Exercise
Hypothesis Mapping – Sample Workshop Template
Discussion Guide – Tips for Interviewers
Observer Debrief – Sample Agenda
Report Outline – Template for Themes & Findings
Action Workshop – Template for Agenda & Activities
Supply Lists – For Journey Mapping
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.
Begin your own journey toward improved business outcomes and a better customer experience.
