Reasons NOT to Focus on the Customer Journey
A Guided Workbook
Description:... So, you're not interested in focusing on the customer journey. You think journey mapping is a waste of time. You feel like there are better ways to understand the customer's experience.Well, know that journey mapping is a tool, and it's a process. There's a lot that goes into creating the tool, but the important part is the process. You don't just stop at the map, at one map. There's so much more work to do, but it is truly the richest way to understand the current experience, to inform your customer experience strategy, and to redesign the experience of the future.This isn't your typical "How-To" book. This book makes you think! Most of the book will be blank because there are no legitimate reasons not to focus on customer journeys. Each chapter will start with a list of questions you can use as conversation starters to guide you in the process of hosting journey mapping workshops and to ensure that the maps become the catalyst for change that they are meant to be.We invite you to use this resource not only to foster thoughts and ideas but also to serve as a functional notebook.
Show description