{"product_id":"the-journey-mapping-playbook-jerry-angrave-9783110641110","title":"The Journey Mapping Playbook","description":"The Journey Mapping Playbook: A practical guide to preparing, facilitating and\nunlocking the value of customer journey mapping\n A valuable guide in helping you build stronger customer experience programmes by developing effective customer experience strategies. \n Customer 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. \n The 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. \n What 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? \n The 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.\nJerry 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. \n In this playbook, you will learn how to:\nDefine journey mapping;\nUnderstand why a journey map is commercially important;\nPrioritise which journeys to focus on and how;\nDecide whom to invite and which tools to prepare;\nPlan for an effective session;\nMake every stage of the journey relevant and purposeful;\nWhat to do at the output of the workshop to ensure you get the most out of them;\nBuild an ongoing programme;\nNurture better and more profitable customer experiences.\n This book is for you if: \n You are a customer experience or marketing professional;\nYou are in the early stages of building a rewarding career in customer experience; \n The 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. \n Events around the book\n Link 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:\nhttps:\/\/youtu.be\/s64kDe1dm2Y","brand":"De Gruyter","offers":[{"title":"Default Title","offer_id":51497993535776,"sku":"9783110641110","price":31.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0753\/2812\/7264\/files\/9783110641110.jpg?v=1781009375","url":"https:\/\/bookcorner.com\/products\/the-journey-mapping-playbook-jerry-angrave-9783110641110","provider":"The Book Corner","version":"1.0","type":"link"}