Customer journey maps

Book description

Customers who have inconsistent, broken experiences with products and services are understandably frustrated. But it’s worse when people inside these companies can’t pinpoint the problem because they’re too focused on business processes. In this lesson, product and brand managers, marketing specialists, and business owners will explore how customer journey maps can turn valuable customer observations into actionable insight. You’ll learn how to create maps to understand a customer’s experience with your product or service and your company.

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Product information

  • Title: Customer journey maps
  • Author(s): James Kalbach
  • Release date: January 2018
  • Publisher(s): O'Reilly Media, Inc.
  • ISBN: 9781492031239