CX That Sings by Clinehens, Jennifer L. -- Read -- Imperial Library of Trantor

Index

Cover Title Page Copyright Dedication Find “CX That Sings” Online Introduction Contents I. Understanding the Customer Journey Map

1. The Customer Empathy Gap 2. The Basics Full Page Image 3. Personas Full Page Image Full Page Image Full Page Image Full Page Image 4. Think, Do, Stop 5. The Emotional Journey

II. Building and Using Your Customer Journey Map

6. Introduction to the Process of Building a Customer Journey Map 7. Step 1 - Research 8. Step 2 - Define your Persona Full Page Image Full Page Image Full Page Image Full Page Image 9. Step 3 - Populate the Think, Do, Stop Model 10. Step 4 - Create a Hypothesis Map, Test, and Design Your Map 11. Step 5 - Identify opportunities based on your research

III. Examples, References, and Bonus Information

12. Journey Map Example #1: Fast Food Drive Thru Journey Full Page Image Full Page Image Full Page Image Full Page Image Full Page Image 13. Journey Map Example #2: Rail Tickets Booking Journey Full Page Image Full Page Image Full Page Image Full Page Image Full Page Image 14. Journey Map Example #3: eCommerce Site - Athletic Footwear Journey Full Page Image Full Page Image Full Page Image Full Page Image Full Page Image 15. Persona Example #1: The Palmer Family Full Page Image Full Page Image Full Page Image Full Page Image 16. Persona Example #2: Katie Voase Full Page Image Full Page Image Full Page Image Full Page Image 17. Persona Example #3: Sam Carter Full Page Image Full Page Image Full Page Image Full Page Image 18. Bonus: The Ultimate Guide to Running a Brainstorming Session That Works 19. Bonus: Three Critical Checklists for Customer Journey Mapping 20. Bonus: Avoid these 7 decision traps by thinking like a scientist 21. Bonus: The psychology of an unforgettable customer experience 22. Bonus: Choice Overload - Why simplicity is the key to winning customers 23. Bonus: Customer Experience Case Study - Starbucks

A Final Note About the Author Endnotes

Chief Librarian: Las Zenow <zenow@riseup.net>
Fork the source code from gitlab.