We’re continuing our “we read so you don’t have to” book club. Join us in November when Russ Edwards will walk us through “Mapping Experiences: A Complete Guide to Customer Alignment Through Journeys, Blueprints, and Diagrams” by James Kalbach.
Here’s a brief description of the book:
“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. This practical book shows your company how to use alignment diagrams to turn valuable customer observations into actionable insight. With this unique tool, you can visually map your existing customer experience and envision future solutions.
Product and brand managers, marketing specialists, and business owners will learn how experience diagramming can help determine where business goals and customer perspectives intersect. Once you’re armed with this data, you can provide users with real value.”
Please wait ...