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Books > Business & Economics > Business & management > Management & management techniques > Organizational theory & behaviour
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Mapping Experiences (Paperback)
Loot Price: R681
Discovery Miles 6 810
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Mapping Experiences (Paperback)
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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. Mapping Experiences is divided into
three parts: Understand the underlying principles of diagramming,
and discover how these diagrams can inform strategy Learn how to
create diagrams with the four iterative modes in the mapping
process: setting up a mapping initiative, investigating the
evidence, visualizing the process, and using diagrams in workshops
and experiments See key diagrams in action, including service
blueprints, customer journey maps, experience maps, mental models,
and spatial maps and ecosystem models
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