{"product_id":"the-journey-mapping-playbook-9783110641110","title":"The Journey Mapping Playbook","description":"\u003cp\u003e\u003cstrong\u003eThe Journey Mapping Playbook:\u003c\/strong\u003e \u003cstrong\u003eA practical guide to preparing, facilitating and\u003cbr\u003eunlocking the value of customer journey mapping\u003c\/strong\u003e \u003c\/p\u003e \u003cp\u003eA valuable guide in helping you build stronger customer experience programmes by developing effective customer experience strategies. \u003c\/p\u003e \u003cp\u003eCustomer journey mapping is a vital tool used by Customer Experience professionals around the world. The journey map is crucial in understanding and managing the customer's perception of your service or brand at critical touchpoints and prioritising how to improve that experience. Journey mapping also shows where great experiences currently exist within the company and how they should be celebrated or protected. \u003c\/p\u003e \u003cp\u003eThe danger in not journey mapping or getting it wrong is having no meaningful purpose and no consensus around what actions to take or why. At best, you risk wasting time, and effort or, at worst, handing your advantage over to your competitor. \u003c\/p\u003e \u003cp\u003eWhat should a customer journey map envisage? How should you use it? And how do you plan, facilitate then demonstrate the value of journey mapping by providing a compelling argument within the organisation to make changes? \u003c\/p\u003e \u003cp\u003eThe Journey Mapping Playbook is an accessible how-to-do-it toolkit aimed at customer experience (CX) and marketing professionals who wish to improve their customer and employee experience.\u003cbr\u003e\u003cbr\u003eJerry Angrave, a Customer and Passenger Experience Director who works across many sectors, including aviation and travel, financial services, professional services, and manufacturing, provides insight and practical guidance on planning, facilitating, and delivering a strategic journey mapping workshop. \u003c\/p\u003e \u003cp\u003e\u003cbr\u003e\u003cstrong\u003eIn this playbook, you will learn how to:\u003cbr\u003e\u003c\/strong\u003e\u003cbr\u003eDefine journey mapping;\u003cbr\u003eUnderstand why a journey map is commercially important;\u003cbr\u003ePrioritise which journeys to focus on and how;\u003cbr\u003eDecide whom to invite and which tools to prepare;\u003cbr\u003ePlan for an effective session;\u003cbr\u003eMake every stage of the journey relevant and purposeful;\u003cbr\u003eWhat to do at the output of the workshop to ensure you get the most out of them;\u003cbr\u003eBuild an ongoing programme;\u003cbr\u003eNurture better and more profitable customer experiences.\u003cbr\u003e\u003c\/p\u003e\u003cstrong\u003e\u003c\/strong\u003e \u003cp\u003eThis book is for you if: \u003c\/p\u003e \u003cp\u003eYou are a customer experience or marketing professional;\u003cbr\u003eYou are in the early stages of building a rewarding career in customer experience; \u003c\/p\u003e \u003cp\u003eThe Journey Mapping Playbook is a practical guide, presented in striking colour, with downloadable worksheets and frameworks to help you prepare, plan and run your workshop. \u003c\/p\u003e \u003cp\u003e\u003c\/p\u003e \u003cp\u003e\u003cstrong\u003eEvents around the book\u003c\/strong\u003e \u003c\/p\u003e \u003cp\u003eLink to a De Gruyter Online Event in which the author Jerry Angrave and founder \u0026amp; CEO of Empathyce, together with Ian Golding, Global Customer Experience Specialist; Sarah Corney, Head of Digital Experience, CIPD, London; and Nathalie Wickens, Customer Experience Manager, Cardiff Airport, discuss how business professionals can develop confidence with Customer Journey Mapping by making business decisions which are aligned with the experiences of the people they serve:\u003cbr\u003e\u003ca href=\"https:\/\/youtu.be\/s64kDe1dm2Y\"\u003ehttps:\/\/youtu.be\/s64kDe1dm2Y\u003c\/a\u003e \u003c\/p\u003e \u003cp\u003e\u003c\/p\u003e","brand":"Jerry Angrave","offers":[{"title":"Default Title","offer_id":48262346375419,"sku":"9783110641110","price":32.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0779\/3917\/9771\/files\/CoreSourceHub_13b0f0a7-d45b-4a7a-91b4-d2f281484f8d.jpg?v=1775694262","url":"https:\/\/indiepubs.com\/products\/the-journey-mapping-playbook-9783110641110","provider":"IndiePubs","version":"1.0","type":"link"}