CX That Sings: An introduction to Customer Journey Mapping for Marketers

Description

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 EDITION1. 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 Map2. Building and Using Your Customer Journey Map3. Examples, References, and Bonus Information Table of Contents:1. The Customer Empathy Gap: Why Customer Journey Maps are so valuable2. The Basics: What makes a killer Customer Journey Map3. Marketing Personas: Your Journey Map's North Star4. Think, Do, Stop: The brain of your Customer Journey Map5. The Emotional Journey: The heart of your Journey Map6. 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 Persona9. Step 3 - Populate the Think, Do, Stop Model10. Step 4 - Create a Hypothesis Map, Stress Test, and Design Your Map11. Step 5 - Identify opportunities based on your researchBonus 1 (NEW): Journey Map Example #1 - Fast Food Customer JourneyBonus 2 (NEW): Journey Map Example #2 - Rail Tickets Booking Customer JourneyBonus 3 (NEW): Journey Map Example #3 - eCommerce Athletic Shoe JourneyBonus 4 (NEW): Persona Example #1 - The Palmer FamilyBonus 5 (NEW): Persona Example #1 - The Palmer FamilyBonus 6 (NEW): Persona Example #2 - Katie VoaseBonus 7 (NEW): Persona Example #3 - Sam Carter Bonus 8 (NEW): Persona Example #1 - The Palmer FamilyBonus 9 (NEW): The Ultimate Guide to Running a Brainstorming Session That WorksBonus 10 (NEW): Three Critical Checklists for Customer Journey Mapping Bonus 11 (NEW): Avoid These 7 Decision Traps by Thinking Like a ScientistBonus 12 (NEW): The Psychology of an Unforgettable Customer ExperienceBonus 13 (NEW): Why Simplicity is the Key to Winning Customers Bonus 14 (NEW): Why Personalizing Your Customer Experience Will Make it Irresistible to CustomersBonus 15 (NEW): Customer Experience Case Study - AmazonBonus 16 (NEW): Customer Experience Case Study - StarbucksWho 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.