Mapping Experiences
Mapping Experiences: A Complete Guide to Customer Alignment Through Journeys, Blueprints, and Diagrams
by James Kalbach
English | 2021 | ISBN: 1492076635 | 440 Pages | EPUB | 125 MB
by James Kalbach
English | 2021 | ISBN: 1492076635 | 440 Pages | EPUB | 125 MB
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.