The Journey Mapping Playbook

Jerry Angrave

Jerry Angrave

The Journey Mapping Playbook

A Practical Guide to Preparing, Facilitating and Unlocking the Value of Customer Journey Mapping

De Gruyter | 2020

DOI: https://doi.org/10.1515/9783110641332

Overview
Contents

About this book

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.

Our Webinar on Mapping the Customer Journey: https://youtu.be/s64kDe1dm2Y

Author information

Jerry Angrave, Founder and CEO of Empathyce, UK

Reviews

"Engages your attention from the very first page […] makes for great, easy reading." — 5-star review by The Bookbag

Supplementary Materials

Journey Mapping Playbook – Additional material

Frontmatter Free access PDF PDF	1
TABLE OF CONTENTS Free access PDF PDF	7
Foreword Access restricted Content is available PDF PDF	9
Introduction Access restricted Content is available PDF PDF	10
PART 1. WORKSHOP PREPARATION
CHAPTER I. SETTING THE SCENE Access restricted Content is available PDF PDF	22
CHAPTER II. PREPARING AND PLANNING THE WORKSHOP Access restricted Content is available PDF PDF	40
PART 2. RUNNING THE WORKSHOP
CHAPTER III. THE WORKSHOP Access restricted Content is available PDF PDF	58
PART 3. WHAT NEXT AFTER THE WORKSHOP?
CHAPTER IV. ACTING Access restricted Content is available PDF PDF	104
Closing Thoughts Access restricted Content is available PDF PDF	152
Acknowledgements Access restricted Content is available PDF PDF	154
About the Author Access restricted Content is available PDF PDF	155

The Journey Mapping Playbook

A Practical Guide to Preparing, Facilitating and Unlocking the Value of Customer Journey Mapping

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