Mapping Experiences: A Complete Guide to Creating Value Through Journeys, Blueprints, and Diagrams

by James Kalbach

Book Overview

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...

• Format: Paperback
• Language: English
• ISBN: 1491923539
• ISBN13: 9781491923535
• Release Date: May 2016
• Publisher: O'Reilly Media
• Length: 384 Pages
• Weight: 1.45 lbs.
• Dimensions: 0.6" x 9.0" x 7.3"