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?