The Journey Mapping Playbook

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

Jerry Angrave

• Publisher: De Gruyter
• Year: 2020
• Print ISBN: 9783110641110
• eBook ISBN: 9783110641332
• Edition: 1
• Topic: Business
• Subtopic: Customer Relations
• Index: Business

The Journey Mapping Playbook: A practical guide to preparing, facilitating and
unlocking the value of customer journey mapping

A valuable guide in helping you build stronger customer experience programmes by developing effective customer experience strategies.

Customer journey mapping is a vital tool used by Customer Experience professionals around the world. The journey map is crucial in understanding and managing the customer's perception of your service or brand at critical touchpoints and prioritising how to improve that experience. Journey mapping also shows where great experiences currently exist within the company and how they should be celebrated or protected.

The danger in not journey mapping or getting it wrong is having no meaningful purpose and no consensus around what actions to take or why. At best, you risk wasting time, and effort or, at worst, handing your advantage over to your competitor.

What should a customer journey map envisage? How should you use it? And how do you plan, facilitate then demonstrate the value of journey mapping by providing a compelling argument within the organisation to make changes?

The Journey Mapping Playbook is an accessible how-to-do-it toolkit aimed at customer experience (CX) and marketing professionals who wish to improve their customer and employee experience.Jerry Angrave, a Customer and Passenger Experience Director who works across many sectors, including aviation and travel, financial services, professional services, and manufacturing, provides insight and practical guidance on planning, facilitating, and delivering a strategic journey mapping workshop.

In this playbook, you will learn how to: Define journey mapping;
Understand why a journey map is commercially important;
Prioritise which journeys to focus on and how;
Decide whom to invite and which tools to prepare;
Plan for an effective session;
Make every stage of the journey relevant and purposeful;
What to do at the output of the workshop to ensure you get the most out of them;
Build an ongoing programme;
Nurture better and more profitable customer experiences.

This book is for you if:

You are a customer experience or marketing professional;
You are in the early stages of building a rewarding career in customer experience;

The Journey Mapping Playbook is a practical guide, presented in striking colour, with downloadable worksheets and frameworks to help you prepare, plan and run your workshop.

Events around the book

Link to a De Gruyter Online Event in which the author Jerry Angrave and founder & CEO of Empathyce, together with Ian Golding, Global Customer Experience Specialist; Sarah Corney, Head of Digital Experience, CIPD, London; and Nathalie Wickens, Customer Experience Manager, Cardiff Airport, discuss how business professionals can develop confidence with Customer Journey Mapping by making business decisions which are aligned with the experiences of the people they serve:
https://youtu.be/s64kDe1dm2Y

Table of contents

• TABLE OF CONTENTS
• Foreword
• Introduction
• PART 1. WORKSHOP PREPARATION
• CHAPTER I. SETTING THE SCENE
• CHAPTER II. PREPARING AND PLANNING THE WORKSHOP
• PART 2. RUNNING THE WORKSHOP
• CHAPTER III. THE WORKSHOP
• PART 3. WHAT NEXT AFTER THE WORKSHOP?
• CHAPTER IV. ACTING
• Closing Thoughts
• Acknowledgements
• About the Author