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Jump to navigationJump to searchThe Journey Mapping Playbook: A Practical Guide to Preparing, Facilitating and Unlocking the Value of Customer Journey Mapping by Jerry Angrave (view source)
Revision as of 11:16, 29 November 2020
, 11:16, 29 November 2020no edit summary
I had no idea what ‘journey mapping’ was until I read this playbook but any business that engages with their customers will benefit from reading the book and acting on the contents. You’re going to learn how to run a workshop to discover what it feels like to be one of your own customers. At this point, please don’t say ‘oh (expletive deleted) not another workshop’ because this is going to be fun and you’re going to be surprised by what emerges.
Think of journey mapping as a process with three clear elements, the most important of which is how you act after you have completed the workshop. You’ll be taken through the preparation for running the workshopevent, facilitating on the day and then analysing and acting on what you have learned.
Back in another life, I attended a seminar to discuss the customer experience of the organisation for which I worked. Reading ‘’The Journey Mapping Playbook’’ felt like coming home. At that stage ‘the customer experience’ was a fairly new concept but is now more widely recognised. If this playbook had been available then I suspect that ‘’my’’ experience would have been rather better.
