Mapping Experiences

A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams

Auteurs

• James Kalbach

Paramètres

• 400 pages
• 14 heures de lecture

• Affaires et économie
• Art / Culture
• Commerce et vente
• Manuels et guides
• Nonfiction

En savoir plus sur le livre

Focusing on the challenges organizations face with inconsistent customer experiences, this updated guide introduces alignment diagrams as a tool for transforming customer feedback into actionable insights. It emphasizes the importance of visually mapping customer interactions to identify where business objectives and customer needs align. The book explores advanced mapping techniques for multichannel experiences and highlights the role of facilitation in making mapping efforts actionable. Additionally, it discusses applying these methods in noncommercial contexts, such as supporting victims of domestic violence.

Achat du livre

• Année de publication: 2021
• Reliure: (souple)