Customer Journey Mapping Understanding The Path To Purchase

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Customer Journey Mapping: Understanding the Path to Purchase

Author : Mayfair Digital Agency
Publisher : Mayfair Digital Agency
ISBN 13 :
Total Pages : 9 pages
Book Rating : 4./5 ( download)

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Book Synopsis Customer Journey Mapping: Understanding the Path to Purchase by : Mayfair Digital Agency

Download or read book Customer Journey Mapping: Understanding the Path to Purchase written by Mayfair Digital Agency and published by Mayfair Digital Agency. This book was released on 2022-02-25 with total page 9 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Customer Journey Mapping: Understanding the Path to Purchase" is a comprehensive guide that delves into the process of mapping and analyzing the various stages a customer goes through before making a purchase. The book aims to help businesses gain invaluable insights into their customers' decision-making journey, from initial awareness to final purchase. By employing this technique, companies can identify key touchpoints, pain points, and opportunities for enhancing the overall customer experience. The book provides practical methodologies and tools to create effective customer journey maps, enabling businesses to align their strategies and offerings with customer needs. Ultimately, by grasping the intricacies of the customer's path to purchase, organizations can foster stronger customer relationships, boost customer satisfaction, and achieve greater success in the marketplace.

CX That Sings: An Introduction to Customer Journey Mapping

Author : Jennifer L. Clinehens
Publisher : Jennifer Clinehens
ISBN 13 :
Total Pages : 161 pages
Book Rating : 4./5 ( download)

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Book Synopsis CX That Sings: An Introduction to Customer Journey Mapping by : Jennifer L. Clinehens

Download or read book CX That Sings: An Introduction to Customer Journey Mapping written by Jennifer L. Clinehens and published by Jennifer Clinehens. This book was released on 2019-01-15 with total page 161 pages. Available in PDF, EPUB and Kindle. Book excerpt: 4.5/5 star rating on Goodreads - Includes FREE access to online resources with large, full-color downloadable images of all example Journey Maps and Personas - All content from the example Journey Maps and Personas is also included in the text, making it easy to see, read, and highlight important passages - Includes access to FREE video companion course launching July 6th on CXThatSings.com Do you know what makes your customers tick? This book lays out, in actionable detail, the process of creating a Customer Journey Map - a visual story about how people experience your brand. A bridge between your business and its buyers, Journey Maps can empower your team to understand customer motivations, fears, and challenges. "CX That Sings" will guide you, step-by-step, through the mapping process. You’ll finish feeling ready to engage stakeholders and design a Customer Journey Map that makes an impact. In CX That Sings, you’ll discover: - Actionable advice, checklists, and tactics that will make you confident to start journey mapping right away - Customer Journey Map Examples including eCommerce, Mixed Retail and Fast-Casual Dining - How to create user and customer personas, with examples, and a “how-to guide” for creating supporting user and customer personas - Free bonus material, including customer experience case studies - Free access to online resources What readers are saying: "Very clear with lots of useful online resources." "This is a great step by step guide that anyone can follow with some really solid logic behind why each element is important." About the Author Jennifer Clinehens is currently Head of Experience at a major global experience agency and holds a Master's degree in Brand Management as well as an MBA from Emory University's Goizueta School. Ms. Clinehens has client-side and consulting experience working for brands like AT&T, McDonald's, Adidas, and more, she's helped shape customer experiences across the globe. A recognized authority in marketing and customer experience, she is also the author of Choice Hacking: How to use psychology and behavioral science to create an experience that sings. You can find more information about this book, additional materials, and supporting resources at CXThatSings.com

CX That Sings

Author : Jennifer Clinehens
Publisher : Independently Published
ISBN 13 : 9781688023062
Total Pages : 178 pages
Book Rating : 4.0/5 (23 download)

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Book Synopsis CX That Sings by : Jennifer Clinehens

Download or read book CX That Sings written by Jennifer Clinehens and published by Independently Published. This book was released on 2019-09-12 with total page 178 pages. Available in PDF, EPUB and Kindle. Book excerpt: Do you know what makes your customers tick? This book is about understanding your customer - how they view your brand, how they make choices, and how the customer experience shapes their purchase decisions. In this book, the author explains how to create the most useful research tool in business - the customer journey map. Complete with templates, example journey maps, checklists, and step-by-step instructions, this book will help you understand how to build and apply a customer journey map in any organization. NEW TO THE SECOND EDITION 1. Bonus Customer Journeys Examples 2. Bonus Persona Examples 3. Even more bonus content including, "The Ultimate Guide to Running a Brainstorming Session That Works", and "How Amazon Uses Psychology in their CX to Drive Sales" CX That Sings is divided into three parts: 1. Understanding the Customer Journey Map 2. Building and Using Your Customer Journey Map 3. Examples, References, and Bonus Information Table of Contents: 1. The Customer Empathy Gap: Why Customer Journey Maps are so valuable 2. The Basics: What makes a killer Customer Journey Map 3. Marketing Personas: Your Journey Map's North Star 4. Think, Do, Stop: The brain of your Customer Journey Map 5. The Emotional Journey: The heart of your Journey Map 6. Introduction to the Process of Building a Customer Journey Map (with step by step use case) 7. Step 1 - Research 8. Step 2 - Define your Persona 9. Step 3 - Populate the Think, Do, Stop Model 10. Step 4 - Create a Hypothesis Map, Stress Test, and Design Your Map 11. Step 5 - Identify opportunities based on your research Bonus 1 (NEW): Journey Map Example #1 - Fast Food Customer Journey Bonus 2 (NEW): Journey Map Example #2 - Rail Tickets Booking Customer Journey Bonus 3 (NEW): Journey Map Example #3 - eCommerce Athletic Shoe Journey Bonus 4 (NEW): Persona Example #1 - The Palmer Family Bonus 5 (NEW): Persona Example #1 - The Palmer Family Bonus 6 (NEW): Persona Example #2 - Katie Voase Bonus 7 (NEW): Persona Example #3 - Sam Carter Bonus 8 (NEW): Persona Example #1 - The Palmer Family Bonus 9 (NEW): The Ultimate Guide to Running a Brainstorming Session That Works Bonus 10 (NEW): Three Critical Checklists for Customer Journey Mapping Bonus 11 (NEW): Avoid These 7 Decision Traps by Thinking Like a Scientist Bonus 12 (NEW): The Psychology of an Unforgettable Customer Experience Bonus 13 (NEW): Why Simplicity is the Key to Winning Customers Bonus 14 (NEW): Why Personalizing Your Customer Experience Will Make it Irresistible to Customers Bonus 15 (NEW): Customer Experience Case Study - Amazon Bonus 16 (NEW): Customer Experience Case Study - Starbucks Who will benefit from "CX That Sings"? Are you a marketer who wants to know how to improve your customer experience? Maybe you're agency or consulting side and are looking for an introduction on how to build a customer journey map? No matter your reason, "A CX That Sings: An introduction to Customer Journey Maps for marketers" will help you get to the bottom of building an industry-leading customer experience.

Practical Empathy

Author : Indi Young
Publisher : Rosenfeld Media
ISBN 13 : 1933820640
Total Pages : 200 pages
Book Rating : 4.9/5 (338 download)

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Book Synopsis Practical Empathy by : Indi Young

Download or read book Practical Empathy written by Indi Young and published by Rosenfeld Media. This book was released on 2015-01-15 with total page 200 pages. Available in PDF, EPUB and Kindle. Book excerpt: Conventional product development focuses on the solution. Empathy is a mindset that focuses on people, helping you to understand their thinking patterns and perspectives. Practical Empathy will show you how to gather and compare these patterns to make better decisions, improve your strategy, and collaborate successfully.

The Journey Mapping Playbook

Author : Jerry Angrave
Publisher : Walter de Gruyter GmbH & Co KG
ISBN 13 : 311064133X
Total Pages : 156 pages
Book Rating : 4.1/5 (16 download)

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Book Synopsis The Journey Mapping Playbook by : Jerry Angrave

Download or read book The Journey Mapping Playbook written by Jerry Angrave and published by Walter de Gruyter GmbH & Co KG. This book was released on 2020-10-12 with total page 156 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Journey Mapping Playbook is an accessible how-to toolkit aimed at customer experience and marketing professionals looking for ways to improve customer and employee experience. Using visualisation, templates and case studies this is a practical guide to planning, facilitating and delivering a strategic, supportive and effective journey mapping workshop. The Journey Mapping Playbook is based on the author’s real-world experience of running hundreds of journey mapping sessions. Understanding the priorities and pain points in customers’ lives is critical to achieve business success. Helping you to nurture better and more profitable customer experiences, this book will help you to: Define journey mapping Understand why it is commercially important Prioritise which journeys to focus on and how Decide who to invite and which tools to prepare Plan for an effective session Make every stage of the journey relevant and purposeful Build an ongoing programme The Journey Mapping Playbook shows you how to understand your customers better, whatever the size or sector of your business. Jerry Angrave, Founder and CEO of Empathyce, UK

Mapping Experiences

Author : James Kalbach
Publisher : O'Reilly Media
ISBN 13 : 1492076600
Total Pages : 438 pages
Book Rating : 4.4/5 (92 download)

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Book Synopsis Mapping Experiences by : James Kalbach

Download or read book Mapping Experiences written by James Kalbach and published by O'Reilly Media. This book was released on 2020-11-23 with total page 438 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customers who have inconsistent experiences with products and services are understandably frustrated. But it's worse for organizations that can't pinpoint the causes of these problems because they're too focused on processes. This updated book shows your team how to use alignment diagrams to turn valuable customer observations into actionable insight. With this powerful technique, you can visually map existing customer experience and envision future solutions. Designers, product and brand managers, marketing specialists, and business owners will discover how experience diagramming helps you determine where business goals and customer perspectives intersect. Armed with this insight, you can provide the people you serve with real value. Mapping experiences isn't just about product and service design; it's about understanding the human condition. Emphasize recent changes in business using the latest mapping techniques Create diagrams that account for multichannel experiences as well as ecosystem design Understand how facilitation is increasingly becoming part of mapping efforts, shifting the focus from a deliverable to actionability Explore ways to apply mapping of all kinds to noncommercial settings, such as helping victims of domestic violence

User Story Mapping

Author : Jeff Patton
Publisher : "O'Reilly Media, Inc."
ISBN 13 : 1491904887
Total Pages : 324 pages
Book Rating : 4.4/5 (919 download)

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Book Synopsis User Story Mapping by : Jeff Patton

Download or read book User Story Mapping written by Jeff Patton and published by "O'Reilly Media, Inc.". This book was released on 2014-09-05 with total page 324 pages. Available in PDF, EPUB and Kindle. Book excerpt: User story mapping is a valuable tool for software development, once you understand why and how to use it. This insightful book examines how this often misunderstood technique can help your team stay focused on users and their needs without getting lost in the enthusiasm for individual product features. Author Jeff Patton shows you how changeable story maps enable your team to hold better conversations about the project throughout the development process. Your team will learn to come away with a shared understanding of what you’re attempting to build and why. Get a high-level view of story mapping, with an exercise to learn key concepts quickly Understand how stories really work, and how they come to life in Agile and Lean projects Dive into a story’s lifecycle, starting with opportunities and moving deeper into discovery Prepare your stories, pay attention while they’re built, and learn from those you convert to working software

Creating a CX That Sings

Author : Jennifer Clinehens
Publisher : Independently Published
ISBN 13 : 9781793162946
Total Pages : 110 pages
Book Rating : 4.1/5 (629 download)

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Book Synopsis Creating a CX That Sings by : Jennifer Clinehens

Download or read book Creating a CX That Sings written by Jennifer Clinehens and published by Independently Published. This book was released on 2019-01-18 with total page 110 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is about understanding your customer - how they view your brand, how they make choices, and how the customer experience shapes their purchase decisions. In this book the author explains, in actionable detail, how to create the most useful research tool in business - the customer journey map. Complete with templates, example journey maps, checklists and step-by-step instructions, this book will help you understand how to build and apply a customer journey map in any organization.Are you a marketer who wants to know how to improve your customer experience? Maybe you're agency or consulting side and are looking for an introduction on how to build a customer journey map? No matter your reason, "A CX That Sings: An introduction to Customer Journey Maps for marketers" will help you get to the bottom of building an industry-leading customer experience. A CX That Sings is divided into the following sections: 1. The Journey Mapping Toolkit: Best practice, examples of customer journey maps, templates, and checklists to help you get from zero to completed map with as little pain as possible. 2. The process of creating a Customer Journey Map: From the initial discovery workshop to final visualization and validation, you'll be guided through best practice examples, checklists, case studies, and common mistakes in experience mapping. Includes a section on common mental biases, working cross-functionally, and using the Journey Map to sell-in the right next steps (if you're an agency), or get support for these projects from others in your organization (if you're a product manager, brand manager, or marketing director). 3. The application of Customer Journey Maps: Learn how to use this as a jumping off point to develop additional opportunities, solutions, product and experience innovations, and build relationships that get CX initiatives funded, tested, completed, and measured.

Invitation to a Journey

Author : M. Robert Mulholland Jr.
Publisher : InterVarsity Press
ISBN 13 : 0830893733
Total Pages : 230 pages
Book Rating : 4.8/5 (38 download)

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Book Synopsis Invitation to a Journey by : M. Robert Mulholland Jr.

Download or read book Invitation to a Journey written by M. Robert Mulholland Jr. and published by InterVarsity Press. This book was released on 2016-04-21 with total page 230 pages. Available in PDF, EPUB and Kindle. Book excerpt: M. Robert Mulholland Jr. defines spiritual formation as "the process of being formed in the image of Christ for the sake of others." Compact and solid, this definition encompasses the dynamics of a vital Christian life and counters our culture's tendency to make spirituality a trivial matter or reduce it to a private affair between "me and Jesus." In Invitation to a Journey, Mulholland helps Christians new and old understand that we become like Christ gradually, not instantly. Not every personality is suited to an early morning quiet time, so Mulholland frees different personality types to express their piety differently. He reviews the classical spiritual disciplines and demonstrates the importance of undertaking our spiritual journey with (and for the sake of) others. This road map for spiritual formation is profoundly biblical and down to earth. In the finest tradition of spiritual literature, it is a vital help to Christians at any stage of their journey. This edition is revised and expanded by Ruth Haley Barton with a new foreword, practices and study guide.

Competing in Tough Times

Author : Barry R. Berman
Publisher : Financial Times/Prentice Hall
ISBN 13 : 9780134770307
Total Pages : 256 pages
Book Rating : 4.7/5 (73 download)

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Book Synopsis Competing in Tough Times by : Barry R. Berman

Download or read book Competing in Tough Times written by Barry R. Berman and published by Financial Times/Prentice Hall. This book was released on 2018-02 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: In Competing in Tough Times, leading retail consultant Barry Berman systematically examines ten world-class retailers, identifying shared strategies that every retailer can use to drive dramatic, sustained performance improvement. Berman highlights what these widely diverse retailers have in common in terms of both operational cost structures and differentiation. He reveals how they've developed low-cost strategies without cutting crucial "muscle," better rationalized product selection, optimized human relations and the service experience, and taken full advantage of private labeling. He presents his recommendations in an easy-to-read decision-making format, supported by current data and detailed implementation guidance.

What You're Really Meant to Do

Author : Robert Steven Kaplan
Publisher : Harvard Business Press
ISBN 13 : 1422189910
Total Pages : 256 pages
Book Rating : 4.4/5 (221 download)

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Book Synopsis What You're Really Meant to Do by : Robert Steven Kaplan

Download or read book What You're Really Meant to Do written by Robert Steven Kaplan and published by Harvard Business Press. This book was released on 2013-04-16 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: How do you create your own definition of success—and reach your unique potential? Building a fulfilling life and career can be a daunting challenge. It takes courage and hard work. Too often, we charge down a path leading to “success” as defined by those around us—and ultimately, are left feeling dissatisfied. Each of us is unique and brings distinctive skills and qualities to any situation. So why is it that most of us fail to spend sufficient time learning to understand ourselves and creating our own definition of success? The truth is, it can seem so natural and so much easier to just do what everyone else is doing—for now—leaving it for later to develop our best selves and figure out our own unique path. Is there a road map that will enable you to defy conventional wisdom, resist peer pressure, and carve out a path that fits your unique skills and passions? Robert Steven Kaplan, leadership expert and author of the highly successful book What to Ask the Person in the Mirror, regularly advises executives and students on how to tackle these questions. In this indispensable new book, Kaplan shares a specific and actionable approach to defining your own success and reaching your potential. Drawing on his years of experience, Kaplan proposes an integrated plan for identifying and achieving your goals. He outlines specific steps and exercises to help you understand yourself more deeply, take control of your career, and build your capabilities in a way that fits your passions and aspirations. Are you doing what you’re really meant to do? If you’re ready to face this question, this book can help you change your life.

Retail Management: A Strategic Approach, 10/E

Author : Berman
Publisher : Pearson Education India
ISBN 13 : 9788131716700
Total Pages : 712 pages
Book Rating : 4.7/5 (167 download)

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Book Synopsis Retail Management: A Strategic Approach, 10/E by : Berman

Download or read book Retail Management: A Strategic Approach, 10/E written by Berman and published by Pearson Education India. This book was released on 2007-09 with total page 712 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Expert

Author : Roger Kneebone
Publisher : Penguin UK
ISBN 13 : 0241986141
Total Pages : 352 pages
Book Rating : 4.2/5 (419 download)

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Book Synopsis Expert by : Roger Kneebone

Download or read book Expert written by Roger Kneebone and published by Penguin UK. This book was released on 2020-08-27 with total page 352 pages. Available in PDF, EPUB and Kindle. Book excerpt: 'Roger Kneebone is a legend' Mark Miodownik, author of Stuff Matters 'Fascinating and inspiring' Financial Times 'The pandemic has made the necessity of relying on experts evident to all . . . this is a rich exploration of lifelong learning' Guardian What could a lacemaker have in common with vascular surgeons? A Savile Row tailor with molecular scientists? A fighter pilot with jazz musicians? At first glance, very little. But Roger Kneebone is the expert on experts, having spent a lifetime finding the connections. In Expert, he combines his own experiences as a doctor with insights from extraordinary people and cutting-edge research to map out the path we're all following - from 'doing time' as an Apprentice, to developing your 'voice' and taking on responsibility as a Journeyman, to finally becoming a Master and passing on your skills. As Kneebone shows, although each outcome is different, the journey is always the same. Whether you're developing a new career, studying a language, learning a musical instrument or simply becoming the person you want to be, this ground-breaking book reveals the path to mastery.

Crafting Customer Experience Strategy

Author : Sapna Popli
Publisher : Emerald Group Publishing
ISBN 13 : 1839097108
Total Pages : 257 pages
Book Rating : 4.8/5 (39 download)

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Book Synopsis Crafting Customer Experience Strategy by : Sapna Popli

Download or read book Crafting Customer Experience Strategy written by Sapna Popli and published by Emerald Group Publishing. This book was released on 2021-05-04 with total page 257 pages. Available in PDF, EPUB and Kindle. Book excerpt: Crafting Customer Experience Strategy: Lessons from Asia looks at how Customer Experience Management can be vital in providing a competitive advantage for businesses. This is essential reading for marketing scholars and practitioners looking for insights into improving their customers' experiences.

How Hard Is It to Be Your Customer?

Author : JIM. TINCHER
Publisher :
ISBN 13 : 9781941688755
Total Pages : 208 pages
Book Rating : 4.6/5 (887 download)

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Book Synopsis How Hard Is It to Be Your Customer? by : JIM. TINCHER

Download or read book How Hard Is It to Be Your Customer? written by JIM. TINCHER and published by . This book was released on 2022-05-03 with total page 208 pages. Available in PDF, EPUB and Kindle. Book excerpt: Learn how to Create Journey Maps that actually GET ResultsTop 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, before the COVID pandemic so quickly changed the way researchers gathered data and businesses interacted with customers, this book has become one of the top-selling books on the subject of journey mapping, It has already helped thousands of CX research professionals and business leaders plan and execute successful journey mapping initiatives and avoid the pitfalls that doom so many others. With insights from dozens of CX pros, extensive research, and real-world case studies and examples, this book guides you through the process of creating and using journey maps. This updated edition came about because of the changes created by the pandemic and the skyrocketing use of journey mapping software it helped bring about. 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.

Customer Experience Management

Author : Bernd H. Schmitt
Publisher : John Wiley & Sons
ISBN 13 : 0471473979
Total Pages : 268 pages
Book Rating : 4.4/5 (714 download)

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Book Synopsis Customer Experience Management by : Bernd H. Schmitt

Download or read book Customer Experience Management written by Bernd H. Schmitt and published by John Wiley & Sons. This book was released on 2010-07-09 with total page 268 pages. Available in PDF, EPUB and Kindle. Book excerpt: In Customer Experience Management, renowned consultant and marketing thinker Bernd Schmitt follows up on his groundbreaking book Experiential Marketing by introducing a new and visionary approach to marketing called customer experience management (CEM). In this book, Schmitt demonstrates how to put his CEM framework to work in any organization to spur growth, increase revenues, and transform the image of your company and its brands. From retail buying to telephone orders, from marketing communications to online shopping, every customer touch-point offers companies an opportunity to maximize the customer experience and establish a bond that will never be broken. Customer Experience Management introduces the five-step CEM process, a comprehensive tool for connecting with customers at every touch-point. This revolutionary marketing guide provides cases of successful CEM implementations in a wide variety of consumer and B2B industries, including pharmaceuticals, electronics, beauty and cosmetics, telecommunications, beverages, financial services, and even the nonprofit sector. A must-read for senior executives, marketing managers, and anyone who wants to drive growth, increase income, and spur organizational change, Customer Experience Management demonstrates the power of collecting truly relevant customer information, developing and implementing winning strategies, and measuring their results.

Customer Understanding

Author : Annette Franz
Publisher :
ISBN 13 : 9781686886812
Total Pages : 219 pages
Book Rating : 4.8/5 (868 download)

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Book Synopsis Customer Understanding by : Annette Franz

Download or read book Customer Understanding written by Annette Franz and published by . This book was released on 2019-09-03 with total page 219 pages. Available in PDF, EPUB and Kindle. Book excerpt: Struggling to ensure that the customer is at the center of all your business does? This book is your guide to putting the "customer" in customer experience. Not sure what that means? Well, for starters, too many executives believe they are delighting their customers. Why wouldn't they think that?! When they focus on growth, those customer acquisition numbers are pretty sweet, but they don't tell the real story. Prioritizing customer retention is critical. But you can't just throw technology at it, give it some lip service, and call it a day. Retention is hard work! You've got to understand who your customers are and what problems they are trying to solve or what jobs they are trying to do. Then you've got to use that understanding to design an experience that helps customers achieve their goals. That's the key to putting the customer in customer experience! Ultimately, you need to bring the customer voice into all meetings, decisions, processes, and designs. The customer must be at the center of all you do. After all, it's all about the customer! In this book, I cover the three approaches to customer understanding: surveys and data, personas, and journey mapping. I could've written the whole book about journey mapping, but there's so much more to building a customer-centric business than journey mapping. The culture must first be deliberately designed to put the customer at the heart of the business. And all foundational elements of a CX transformation must be in place to make that happen. With that knowledge, read this book and: Learn about the three approaches you must use to understand your customers, why you must use them, and how they work together. Create an action plan to ensure insights gleaned from these three approaches are implemented in your organization. Develop and assign personas to your customers in order to better understand their needs, goals, problems to solve, and jobs to be done. Learn the difference between touchpoint maps and journey maps and how touchpoint maps can still be a valuable asset in your customer experience toolbox. Understand why journey mapping is called the backbone of customer experience management - and how to make it so in your organization. Set up and facilitate your own current-state and future-state journey mapping workshops with customers. Set up and facilitate service blueprint workshops with internal stakeholders. Find out how to put the customer at the heart of your business. And more!