Customer Journey Mapping Understanding The Path To Purchase

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Customer Journey Mapping: Understanding the Path to Purchase

Mayfair Digital Agency
Customer Journey Mapping Understanding the Path to Purchase Book PDF

Author : Mayfair Digital Agency
Publisher : Mayfair Digital Agency
Page : 9 pages
File Size : 40,6 Mb
Release : 2022-02-25
Category : Business & Economics
ISBN : 8210379456XXX

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Customer Journey Mapping: Understanding the Path to Purchase by Mayfair Digital Agency Pdf

"Customer Journey Mapping: Understanding the Path to Purchase" is a comprehensive guide that delves into the process of mapping and analyzing the various stages a customer goes through before making a purchase. The book aims to help businesses gain invaluable insights into their customers' decision-making journey, from initial awareness to final purchase. By employing this technique, companies can identify key touchpoints, pain points, and opportunities for enhancing the overall customer experience. The book provides practical methodologies and tools to create effective customer journey maps, enabling businesses to align their strategies and offerings with customer needs. Ultimately, by grasping the intricacies of the customer's path to purchase, organizations can foster stronger customer relationships, boost customer satisfaction, and achieve greater success in the marketplace.

CX That Sings: An Introduction to Customer Journey Mapping

Jennifer L. Clinehens
CX That Sings An Introduction to Customer Journey Mapping Book PDF

Author : Jennifer L. Clinehens
Publisher : Jennifer Clinehens
Page : 161 pages
File Size : 52,5 Mb
Release : 2019-01-15
Category : Business & Economics
ISBN : 8210379456XXX

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CX That Sings: An Introduction to Customer Journey Mapping by Jennifer L. Clinehens Pdf

4.5/5 star rating on Goodreads - Includes FREE access to online resources with large, full-color downloadable images of all example Journey Maps and Personas - All content from the example Journey Maps and Personas is also included in the text, making it easy to see, read, and highlight important passages - Includes access to FREE video companion course launching July 6th on CXThatSings.com Do you know what makes your customers tick? This book lays out, in actionable detail, the process of creating a Customer Journey Map - a visual story about how people experience your brand. A bridge between your business and its buyers, Journey Maps can empower your team to understand customer motivations, fears, and challenges. "CX That Sings" will guide you, step-by-step, through the mapping process. You’ll finish feeling ready to engage stakeholders and design a Customer Journey Map that makes an impact. In CX That Sings, you’ll discover: - Actionable advice, checklists, and tactics that will make you confident to start journey mapping right away - Customer Journey Map Examples including eCommerce, Mixed Retail and Fast-Casual Dining - How to create user and customer personas, with examples, and a “how-to guide” for creating supporting user and customer personas - Free bonus material, including customer experience case studies - Free access to online resources What readers are saying: "Very clear with lots of useful online resources." "This is a great step by step guide that anyone can follow with some really solid logic behind why each element is important." About the Author Jennifer Clinehens is currently Head of Experience at a major global experience agency and holds a Master's degree in Brand Management as well as an MBA from Emory University's Goizueta School. Ms. Clinehens has client-side and consulting experience working for brands like AT&T, McDonald's, Adidas, and more, she's helped shape customer experiences across the globe. A recognized authority in marketing and customer experience, she is also the author of Choice Hacking: How to use psychology and behavioral science to create an experience that sings. You can find more information about this book, additional materials, and supporting resources at CXThatSings.com

CX That Sings

Jennifer Clinehens
CX That Sings Book PDF

Author : Jennifer Clinehens
Publisher : Independently Published
Page : 178 pages
File Size : 49,9 Mb
Release : 2019-09-12
Category : Electronic
ISBN : 1688023062

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CX That Sings by Jennifer Clinehens Pdf

Do you know what makes your customers tick? This book is about understanding your customer - how they view your brand, how they make choices, and how the customer experience shapes their purchase decisions. In this book, the author explains how to create the most useful research tool in business - the customer journey map. Complete with templates, example journey maps, checklists, and step-by-step instructions, this book will help you understand how to build and apply a customer journey map in any organization. NEW TO THE SECOND EDITION 1. Bonus Customer Journeys Examples 2. Bonus Persona Examples 3. Even more bonus content including, "The Ultimate Guide to Running a Brainstorming Session That Works", and "How Amazon Uses Psychology in their CX to Drive Sales" CX That Sings is divided into three parts: 1. Understanding the Customer Journey Map 2. Building and Using Your Customer Journey Map 3. Examples, References, and Bonus Information Table of Contents: 1. The Customer Empathy Gap: Why Customer Journey Maps are so valuable 2. The Basics: What makes a killer Customer Journey Map 3. Marketing Personas: Your Journey Map's North Star 4. Think, Do, Stop: The brain of your Customer Journey Map 5. The Emotional Journey: The heart of your Journey Map 6. Introduction to the Process of Building a Customer Journey Map (with step by step use case) 7. Step 1 - Research 8. Step 2 - Define your Persona 9. Step 3 - Populate the Think, Do, Stop Model 10. Step 4 - Create a Hypothesis Map, Stress Test, and Design Your Map 11. Step 5 - Identify opportunities based on your research Bonus 1 (NEW): Journey Map Example #1 - Fast Food Customer Journey Bonus 2 (NEW): Journey Map Example #2 - Rail Tickets Booking Customer Journey Bonus 3 (NEW): Journey Map Example #3 - eCommerce Athletic Shoe Journey Bonus 4 (NEW): Persona Example #1 - The Palmer Family Bonus 5 (NEW): Persona Example #1 - The Palmer Family Bonus 6 (NEW): Persona Example #2 - Katie Voase Bonus 7 (NEW): Persona Example #3 - Sam Carter Bonus 8 (NEW): Persona Example #1 - The Palmer Family Bonus 9 (NEW): The Ultimate Guide to Running a Brainstorming Session That Works Bonus 10 (NEW): Three Critical Checklists for Customer Journey Mapping Bonus 11 (NEW): Avoid These 7 Decision Traps by Thinking Like a Scientist Bonus 12 (NEW): The Psychology of an Unforgettable Customer Experience Bonus 13 (NEW): Why Simplicity is the Key to Winning Customers Bonus 14 (NEW): Why Personalizing Your Customer Experience Will Make it Irresistible to Customers Bonus 15 (NEW): Customer Experience Case Study - Amazon Bonus 16 (NEW): Customer Experience Case Study - Starbucks Who will benefit from "CX That Sings"? Are you a marketer who wants to know how to improve your customer experience? Maybe you're agency or consulting side and are looking for an introduction on how to build a customer journey map? No matter your reason, "A CX That Sings: An introduction to Customer Journey Maps for marketers" will help you get to the bottom of building an industry-leading customer experience.

The Journey Mapping Playbook

Jerry Angrave
The Journey Mapping Playbook Book PDF

Author : Jerry Angrave
Publisher : Walter de Gruyter GmbH & Co KG
Page : 156 pages
File Size : 51,8 Mb
Release : 2020-10-12
Category : Business & Economics
ISBN : 9783110641332

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The Journey Mapping Playbook by Jerry Angrave Pdf

The Journey Mapping Playbook is an accessible how-to toolkit aimed at customer experience and marketing professionals looking for ways to improve customer and employee experience. Using visualisation, templates and case studies this is a practical guide to planning, facilitating and delivering a strategic, supportive and effective journey mapping workshop. The Journey Mapping Playbook is based on the author’s real-world experience of running hundreds of journey mapping sessions. Understanding the priorities and pain points in customers’ lives is critical to achieve business success. Helping you to nurture better and more profitable customer experiences, this book will help you to: Define journey mapping Understand why it is commercially important Prioritise which journeys to focus on and how Decide who to invite and which tools to prepare Plan for an effective session Make every stage of the journey relevant and purposeful Build an ongoing programme The Journey Mapping Playbook shows you how to understand your customers better, whatever the size or sector of your business. Jerry Angrave, Founder and CEO of Empathyce, UK

Choice Hacking

Jennifer L. Clinehens
Choice Hacking Book PDF

Author : Jennifer L. Clinehens
Publisher : Jennifer L. Clinehens
Page : 219 pages
File Size : 48,8 Mb
Release : 2020-06-16
Category : Business & Economics
ISBN : 8210379456XXX

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Choice Hacking by Jennifer L. Clinehens Pdf

What if you could use Nobel prize-winning science to predict the choices your customers will make? Customer and user behaviors can seem irrational. Shaped by mental shortcuts and psychological biases, their actions often appear random on the surface. In Choice Hacking, we'll learn to predict these irrational behaviors and apply the science of decision-making to create unforgettable customer experiences. Discover a framework for designing experiences that doesn't just show you what principles to apply, but introduces a new way of thinking about customer behavior. You'll finish Choice Hacking feeling confident and ready to transform your experience with science. In Choice Hacking, you'll discover: - How to make sure your customer experience is designed for what people do (not what they say they'll do) - How to increase the odds that customers will make the "right choice" in any environment - How to design user experiences that drive action and engagement - How to create retail experiences that persuade and drive brand love - How brands like Uber, Netflix, Disney, and Starbucks apply these principles in their customer and user experiences Additional resources included with the book: - Access to free video Companion Course - Access to exclusive free resources, tools, examples, and use cases online Who will benefit from reading Choice Hacking? This book was written for anyone who wants to better understand customer and user decision-making. Whether you're a consultant, strategist, digital marketer, small business owner, writer, user experience designer, student, manager, or organizational leader, you will find immediate value in Choice Hacking. About the Author Jennifer Clinehens is currently Head of Experience at a major global experience agency. She holds a Master's degree in Brand Management as well as an MBA from Emory University's Goizueta School. Ms. Clinehens has client-side and consulting experience working for brands like AT&T, McDonald's, and Adidas, and she's helped shape customer experiences across the globe. A recognized authority in marketing and customer experience, she is also the author of CX That Sings: An Introduction To Customer Journey Mapping. To learn more about this book or contact the author, please visit ChoiceHacking.com

Creating a CX That Sings

Jennifer Clinehens
Creating a CX That Sings Book PDF

Author : Jennifer Clinehens
Publisher : Independently Published
Page : 110 pages
File Size : 40,7 Mb
Release : 2019-01-18
Category : Electronic
ISBN : 1793162948

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Creating a CX That Sings by Jennifer Clinehens Pdf

This book is about understanding your customer - how they view your brand, how they make choices, and how the customer experience shapes their purchase decisions. In this book the author explains, in actionable detail, how to create the most useful research tool in business - the customer journey map. Complete with templates, example journey maps, checklists and step-by-step instructions, this book will help you understand how to build and apply a customer journey map in any organization.Are you a marketer who wants to know how to improve your customer experience? Maybe you're agency or consulting side and are looking for an introduction on how to build a customer journey map? No matter your reason, "A CX That Sings: An introduction to Customer Journey Maps for marketers" will help you get to the bottom of building an industry-leading customer experience. A CX That Sings is divided into the following sections: 1. The Journey Mapping Toolkit: Best practice, examples of customer journey maps, templates, and checklists to help you get from zero to completed map with as little pain as possible. 2. The process of creating a Customer Journey Map: From the initial discovery workshop to final visualization and validation, you'll be guided through best practice examples, checklists, case studies, and common mistakes in experience mapping. Includes a section on common mental biases, working cross-functionally, and using the Journey Map to sell-in the right next steps (if you're an agency), or get support for these projects from others in your organization (if you're a product manager, brand manager, or marketing director). 3. The application of Customer Journey Maps: Learn how to use this as a jumping off point to develop additional opportunities, solutions, product and experience innovations, and build relationships that get CX initiatives funded, tested, completed, and measured.

Competing in Tough Times

Barry R. Berman
Competing in Tough Times Book PDF

Author : Barry R. Berman
Publisher : Financial Times/Prentice Hall
Page : 256 pages
File Size : 45,7 Mb
Release : 2018-02
Category : Retail trade
ISBN : 0134770307

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Competing in Tough Times by Barry R. Berman Pdf

In Competing in Tough Times, leading retail consultant Barry Berman systematically examines ten world-class retailers, identifying shared strategies that every retailer can use to drive dramatic, sustained performance improvement. Berman highlights what these widely diverse retailers have in common in terms of both operational cost structures and differentiation. He reveals how they've developed low-cost strategies without cutting crucial "muscle," better rationalized product selection, optimized human relations and the service experience, and taken full advantage of private labeling. He presents his recommendations in an easy-to-read decision-making format, supported by current data and detailed implementation guidance.

User Story Mapping

Jeff Patton,Peter Economy
User Story Mapping Book PDF

Author : Jeff Patton,Peter Economy
Publisher : "O'Reilly Media, Inc."
Page : 324 pages
File Size : 53,6 Mb
Release : 2014-09-05
Category : Business & Economics
ISBN : 9781491904886

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User Story Mapping by Jeff Patton,Peter Economy Pdf

User story mapping is a valuable tool for software development, once you understand why and how to use it. This insightful book examines how this often misunderstood technique can help your team stay focused on users and their needs without getting lost in the enthusiasm for individual product features. Author Jeff Patton shows you how changeable story maps enable your team to hold better conversations about the project throughout the development process. Your team will learn to come away with a shared understanding of what you’re attempting to build and why. Get a high-level view of story mapping, with an exercise to learn key concepts quickly Understand how stories really work, and how they come to life in Agile and Lean projects Dive into a story’s lifecycle, starting with opportunities and moving deeper into discovery Prepare your stories, pay attention while they’re built, and learn from those you convert to working software

How Hard Is It to Be Your Customer?

JIM. TINCHER,Nicole Newton
How Hard Is It to Be Your Customer Book PDF

Author : JIM. TINCHER,Nicole Newton
Publisher : Unknown
Page : 208 pages
File Size : 55,8 Mb
Release : 2022-05-03
Category : Electronic
ISBN : 1941688756

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How Hard Is It to Be Your Customer? by JIM. TINCHER,Nicole Newton Pdf

Learn how to Create Journey Maps that actually GET ResultsTop business leaders know that in order to deliver the best customer experience, they must learn as much as possible about their customers. Many understand the learning process often starts with creating a customer journey map to understand how customers interact with their business. However, the tough reality remains-nearly two out of three journey maps fail to drive customer-focused change. First published in 2019, before the COVID pandemic so quickly changed the way researchers gathered data and businesses interacted with customers, this book has become one of the top-selling books on the subject of journey mapping, It has already helped thousands of CX research professionals and business leaders plan and execute successful journey mapping initiatives and avoid the pitfalls that doom so many others. With insights from dozens of CX pros, extensive research, and real-world case studies and examples, this book guides you through the process of creating and using journey maps. This updated edition came about because of the changes created by the pandemic and the skyrocketing use of journey mapping software it helped bring about. Now with an added chapter that focuses on journey mapping software tools, and the ability to create living journey maps, this enhanced edition of How Hard Is It to Be Your Customer? will help you better understand why some maps drive action - leading to an improved customer experience, greater customer loyalty, and impressive ROI - while others just gather dust on a shelf.

Mapping Experiences

James Kalbach
Mapping Experiences Book PDF

Author : James Kalbach
Publisher : O'Reilly Media
Page : 438 pages
File Size : 41,6 Mb
Release : 2020-11-23
Category : Computers
ISBN : 9781492076605

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Mapping Experiences by James Kalbach Pdf

Customers who have inconsistent experiences with products and services are understandably frustrated. But it's worse for organizations that can't pinpoint the causes of these problems because they're too focused on processes. This updated book shows your team how to use alignment diagrams to turn valuable customer observations into actionable insight. With this powerful technique, you can visually map existing customer experience and envision future solutions. Designers, product and brand managers, marketing specialists, and business owners will discover how experience diagramming helps you determine where business goals and customer perspectives intersect. Armed with this insight, you can provide the people you serve with real value. Mapping experiences isn't just about product and service design; it's about understanding the human condition. Emphasize recent changes in business using the latest mapping techniques Create diagrams that account for multichannel experiences as well as ecosystem design Understand how facilitation is increasingly becoming part of mapping efforts, shifting the focus from a deliverable to actionability Explore ways to apply mapping of all kinds to noncommercial settings, such as helping victims of domestic violence

The Art of Opportunity

Marc Sniukas,Parker Lee,Matt Morasky
The Art of Opportunity Book PDF

Author : Marc Sniukas,Parker Lee,Matt Morasky
Publisher : John Wiley & Sons
Page : 288 pages
File Size : 49,7 Mb
Release : 2016-05-02
Category : Business & Economics
ISBN : 9781119151586

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The Art of Opportunity by Marc Sniukas,Parker Lee,Matt Morasky Pdf

Innovate your way toward growth using practical, research-backed frameworks The Art of Opportunity offers a path toward new growth, providing the perspective and methods you need to make innovation happen. Written by a team of experts with both academic and industry experience—and a client roster composed of some of the world’s leading companies—this book provides you with the necessary tools to help you capture growth instead of chasing it. The visual frameworks and research-based methodology presented in The Art of Opportunity merge business design thinking and strategic innovation to help you change your growth paradigm. You’ll learn creative and practical methods for exploring growth opportunities and employ a new approach for identifying what “opportunity” looks like in the first place. Put aside the old school way of focusing on new products and new markets, to instead applying value creation to find your new opportunity, craft your offering, design your strategy and build new growth ventures. The changing business ecosystem is increasingly pushing traditional thinking out to pasture. New consumers and the new marketplace are demanding a profound adjustment to the way companies plan and execute growth strategies. This book gives you the tools to create your roadmap toward the new state of growth, and gain invaluable insight into a new way of thinking. The Art of Opportunity will help you to: Start looking at business growth from a new perspective Create value for the customers, company and ecosystem Innovate strategically and design new business models Develop a new active business design thinking approach to innovation Your company’s goal is to grow, and to turn non-customers into customers. The old ways are becoming less tenable and less cost-effective. The Art of Opportunity outlines the new growth paradigm and gives you a solid framework for putting new ideas into practice.

Practical Empathy

Indi Young
Practical Empathy Book PDF

Author : Indi Young
Publisher : Rosenfeld Media
Page : 200 pages
File Size : 41,7 Mb
Release : 2015-01-15
Category : Business & Economics
ISBN : 9781933820644

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Practical Empathy by Indi Young Pdf

Conventional product development focuses on the solution. Empathy is a mindset that focuses on people, helping you to understand their thinking patterns and perspectives. Practical Empathy will show you how to gather and compare these patterns to make better decisions, improve your strategy, and collaborate successfully.

Expert

Roger Kneebone
Expert Book PDF

Author : Roger Kneebone
Publisher : Penguin UK
Page : 352 pages
File Size : 48,9 Mb
Release : 2020-08-27
Category : Self-Help
ISBN : 9780241986141

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Expert by Roger Kneebone Pdf

'Roger Kneebone is a legend' Mark Miodownik, author of Stuff Matters 'Fascinating and inspiring' Financial Times 'The pandemic has made the necessity of relying on experts evident to all . . . this is a rich exploration of lifelong learning' Guardian What could a lacemaker have in common with vascular surgeons? A Savile Row tailor with molecular scientists? A fighter pilot with jazz musicians? At first glance, very little. But Roger Kneebone is the expert on experts, having spent a lifetime finding the connections. In Expert, he combines his own experiences as a doctor with insights from extraordinary people and cutting-edge research to map out the path we're all following - from 'doing time' as an Apprentice, to developing your 'voice' and taking on responsibility as a Journeyman, to finally becoming a Master and passing on your skills. As Kneebone shows, although each outcome is different, the journey is always the same. Whether you're developing a new career, studying a language, learning a musical instrument or simply becoming the person you want to be, this ground-breaking book reveals the path to mastery.

AI-Powered Revenue: How ChatGPT Can Help You Make More Money

Shu Chen Hou
AI Powered Revenue How ChatGPT Can Help You Make More Money Book PDF

Author : Shu Chen Hou
Publisher : KOKOSHUNGSAN®
Page : 68 pages
File Size : 52,7 Mb
Release : 2024-06-30
Category : Computers
ISBN : 8210379456XXX

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AI-Powered Revenue: How ChatGPT Can Help You Make More Money by Shu Chen Hou Pdf

Are you tired of struggling to make ends meet with your business? Do you want to take your revenue to the next level and achieve financial freedom? Look no further than "Quick Money Making Ideas for Business Success" – the ultimate guide to unlocking your business's full potential! Our guide is jam-packed with creative and innovative ideas that can help you boost your bottom line and maximize profitability. Whether you're just starting out or looking to scale your existing business, our expert tips and advice can help you achieve your financial goals and thrive in today's competitive marketplace. Our guide is designed to give you the tools and resources you need to create a successful and profitable business – without breaking the bank. We believe that financial success is within everyone's reach, and we're committed to helping you achieve your dreams and live the life you've always wanted. So don't wait – get your copy of "Quick Money Making Ideas for Business Success" today and start your journey towards financial freedom and success!

X

Brian Solis
X Book PDF

Author : Brian Solis
Publisher : John Wiley & Sons
Page : 256 pages
File Size : 46,7 Mb
Release : 2015-10-13
Category : Business & Economics
ISBN : 9781118526392

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X by Brian Solis Pdf

Welcome to a new era of business in which your brand is defined by those who experience it. Do you know how your customers experience your brand today? Do you know how they really feel? Do you know what they say when you re not around? In an always-on world where everyone is connected to information and also one another, customer experience is your brand. And, without defining experiences, brands become victim to whatever people feel and share. In his new book X: The Experience When Business Meets Design bestselling author Brian Solis shares why great products are no longer good enough to win with customers and why creative marketing and delightful customer service too are not enough to succeed. In X, he shares why the future of business is experiential and how to create and cultivate meaningful experiences. This isn’t your ordinary business book. The idea of a book was re-imagined for a digital meets analog world to be a relevant and sensational experience. Its aesthetic was meant to evoke emotion while also giving new perspective and insights to help you win the hearts and minds of your customers. And, the design of this book, along with what fills its pages, was done using the principles shared within. Brian shares more than the importance of experience. You’ll learn how to design a desired, meaningful and uniform experience in every moment of truth in a fun way including: How our own experience gets in the way of designing for people not like us Why empathy and new perspective unlock creativity and innovation The importance of User Experience (UX) in real life and in executive thinking The humanity of Human-Centered Design in all you do The art of Hollywood storytelling from marketing to product design to packaging Apple’s holistic approach to experience architecture The value of different journey and experience mapping approaches The future of business lies in experience architecture and you are the architect. Business, meet design. X