The book on Customer Journey Mapping
So much more than ‘just’ customer journey mapping, Jerry really encourages you to think about why you’re doing it, how does it fit with your strategy and how does it help you to challenge (or support…) your brand values.
And, I love that you can apply the whole thing to the employee journey too. Such a valuable resource – I’d highly recommend it.
Elaine Warwicker, CEO Canny Conversations
There are few better ways to help an organisation become more customer-centric than mapping a customer journey. Creating a visualisation of what it’s really like for your customers in a way that drives meaningful change.
So I’m incredibly proud to bring you this playbook on how to prepare your workshops beforehand, how to facilitate them on the day and – crucially – how to get value from it afterwards.
After nearly 15 years of mapping customer journeys for clients onsite, online, around the world and across sectors it was suggested that I write a book about it.
So I’ve done just that. A practical, sleeves-rolled-up-and-get-stuck-in guide for first-time journey mappers.
The book provides plans, tips and templates to give the reader credibility and influence.
It’s grounded in the real world of what I’ve found works, what surprised me and what I’ve learned the hard way. It will be great to hear your tips and tricks too so we can share them.
Having a customer perspective of what we do is always essential but especially important now as we navigate our way through the pandemic.
If you already run your own it’s likely you’ll learn little new as I’m sure you have your own way of mapping. This is just mine. But I really hope it gives anyone who is getting ready to map their first customer journey the direction, enthusiasm and confidence they need.
I won’t be headlining at a literature festival anytime soon but I will pass on 15% of the profit I make from the book to charities.
Happy mapping! Let me know how you get on.
How to buy it
The book is available from all good bookshops including Amazon (at this link) and postage-free directly from the publisher, De Gruyter – click here.