Customer Journey Mapping
Publisher: Bookboon
Published: 2016
ISBN-13: 9788740312003
Table of contents: title: Content; title: Introduction to Customer Journey Mapping; title: The Importance of Journey Mapping; title: Customer Journey Map vs; title: Other Business Maps; title: Main Components for a Great Customer Journey Map; title: Summary; title: Benefits of Journey Mapping; title: Introducing Case WWJD – Waving Watchmen Joining Designers; title: An Interview of Chief Operating Officer; title: Customer Story; title: End to End Customer Journey Mapping; title: Deciding Whose Journey Is Mapped Out; title: Understanding Where the Journey Starts and Ends; title: Identifying a Macro Journey; title: Universal Customer Journeys; title: Generic Customer Journeys; title: Customer Specific Journeys; title: Determining a Micro Journey Step by Step; title: Shaping the Journey on to a Map; title: Case WWJD: Customer Journey Map; title: Discover Customer Interactions; title: Introduction to Customer Interactions; title: Identifying Customer Interactions; title: Identifying Moments of Truth; title: Aligning Interactions to Customer Journey Map; title: Case WWJD: Customer Interactions Map; title: Breakpoints Along the Journey; title: Introduction to Breakpoints; title: Identifying Breakpoints; title: Aligning Breakpoints to Customer Journey Map; title: Aligning Business Processes to Customer Journey Map; title: Case WWJD: Breakpoints Map; title: Business Rules Shaping the Journey; title: Introduction to Business Rules; title: Identifying Business Rules; title: Aligning Business Rules to Customer Journey Map; title: Case WWJD: Business Rules Map; title: Details Around the Journey; title: Mapping Systems and Tools; title: Mapping Resources and Capabilities; title: Mapping Stakeholders; title: Case WWJD: Detail Map; title: Emotional Impact of the Journey; title: Introduction to Customer Emotions; title: Identifying Emotions in a Customer Journey; title: Aligning Customer Emotions to Journey; title: Case WWJD: Emotional Map; title: Facilitating Customer Journey Mapping Workshops; title: Introduction to Workshops; title: Who Should Participate; title: Agenda for The Workshop; title: Logistics; title: Participant Instructions; title: Session Rules; title: Facilitation Secrets and Guidelines; title: About Sticky Notes; title: Follow Up After the Session; title: Communicating the Results; title: When Is a Customer Journey Map Ready?; title: Documenting The Customer Journey Map; title: Sharing The Customer Journey Map; title: Keeping The Map on Top of Mind; title: Updating The Map; title: Case WWJD: The Final Map; title: Evaluating Customer Journeys; title: Financial Implications; title: Journey Efficiency; title: Choosing Where to Focus; title: Summary; title: Shaping The Organisational Culture Using Journey Maps; title: Taking Action to Improve; title: Your Journey Map to Customer Success; title: Author’s Recommended Resources; title: Recommended Online Training; title: Recommended Reading; title: About the Author; title: Dr. Janne Ohtonen