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.
Top business leaders know that in order to deliver the best customer experience, they must learn as much as possible about their customers. Many understand the learning process often starts with creating a customer journey map to understand how customers interact with their business. However, the tough reality remains—nearly two out of three journey maps fail to drive customer-focused change.
First published in 2019, this book has become one of the top-selling books on the subject of journey mapping, It has helped thousands of CX professionals and business leaders plan and execute successful customer journey mapping initiatives and avoid the pitfalls that doom so many others.
With insights from dozens of CX leaders, extensive research, and real-world case studies and examples, this book guides you through the process of creating and using journey maps to drive change.
Now with an added chapter that focuses on journey mapping software tools, and the ability to create living journey maps, this enhanced edition of How Hard Is It to Be Your Customer? will help you better 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.
—Jeanne Bliss, co-founder of the Customer Experience Professional’s Association (CXPA), and author of Would You Do That to Your Mother?
In the book, we reference several different templates that we use throughout our proven journey mapping processes. As you read through the book, take the time to review these tools that will guide you as you bring customer journey mapping to your own organization to drive change.