CX That Sings: An Introduction to Customer Journey Mapping PDF Download

Author: Jennifer L. Clinehens
Publisher: Jennifer Clinehens
ISBN:
Category : Business & Economics
Languages : en
Pages : 161

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Book Description
4.5/5 star rating on Goodreads - Includes FREE access to online resources with large, full-color downloadable images of all example Journey Maps and Personas - All content from the example Journey Maps and Personas is also included in the text, making it easy to see, read, and highlight important passages - Includes access to FREE video companion course launching July 6th on CXThatSings.com Do you know what makes your customers tick? This book lays out, in actionable detail, the process of creating a Customer Journey Map - a visual story about how people experience your brand. A bridge between your business and its buyers, Journey Maps can empower your team to understand customer motivations, fears, and challenges. "CX That Sings" will guide you, step-by-step, through the mapping process. You’ll finish feeling ready to engage stakeholders and design a Customer Journey Map that makes an impact. In CX That Sings, you’ll discover: - Actionable advice, checklists, and tactics that will make you confident to start journey mapping right away - Customer Journey Map Examples including eCommerce, Mixed Retail and Fast-Casual Dining - How to create user and customer personas, with examples, and a “how-to guide” for creating supporting user and customer personas - Free bonus material, including customer experience case studies - Free access to online resources What readers are saying: "Very clear with lots of useful online resources." "This is a great step by step guide that anyone can follow with some really solid logic behind why each element is important." About the Author Jennifer Clinehens is currently Head of Experience at a major global experience agency and holds a Master's degree in Brand Management as well as an MBA from Emory University's Goizueta School. Ms. Clinehens has client-side and consulting experience working for brands like AT&T, McDonald's, Adidas, and more, she's helped shape customer experiences across the globe. A recognized authority in marketing and customer experience, she is also the author of Choice Hacking: How to use psychology and behavioral science to create an experience that sings. You can find more information about this book, additional materials, and supporting resources at CXThatSings.com

Author: Jennifer Clinehens
Publisher: Independently Published
ISBN: 9781688023062
Category :
Languages : en
Pages : 178

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Book Description
Do you know what makes your customers tick? This book is about understanding your customer - how they view your brand, how they make choices, and how the customer experience shapes their purchase decisions. In this book, the author explains how to create the most useful research tool in business - the customer journey map. Complete with templates, example journey maps, checklists, and step-by-step instructions, this book will help you understand how to build and apply a customer journey map in any organization. NEW TO THE SECOND EDITION 1. Bonus Customer Journeys Examples 2. Bonus Persona Examples 3. Even more bonus content including, "The Ultimate Guide to Running a Brainstorming Session That Works", and "How Amazon Uses Psychology in their CX to Drive Sales" CX That Sings is divided into three parts: 1. Understanding the Customer Journey Map 2. Building and Using Your Customer Journey Map 3. Examples, References, and Bonus Information Table of Contents: 1. The Customer Empathy Gap: Why Customer Journey Maps are so valuable 2. The Basics: What makes a killer Customer Journey Map 3. Marketing Personas: Your Journey Map's North Star 4. Think, Do, Stop: The brain of your Customer Journey Map 5. The Emotional Journey: The heart of your Journey Map 6. Introduction to the Process of Building a Customer Journey Map (with step by step use case) 7. Step 1 - Research 8. Step 2 - Define your Persona 9. Step 3 - Populate the Think, Do, Stop Model 10. Step 4 - Create a Hypothesis Map, Stress Test, and Design Your Map 11. Step 5 - Identify opportunities based on your research Bonus 1 (NEW): Journey Map Example #1 - Fast Food Customer Journey Bonus 2 (NEW): Journey Map Example #2 - Rail Tickets Booking Customer Journey Bonus 3 (NEW): Journey Map Example #3 - eCommerce Athletic Shoe Journey Bonus 4 (NEW): Persona Example #1 - The Palmer Family Bonus 5 (NEW): Persona Example #1 - The Palmer Family Bonus 6 (NEW): Persona Example #2 - Katie Voase Bonus 7 (NEW): Persona Example #3 - Sam Carter Bonus 8 (NEW): Persona Example #1 - The Palmer Family Bonus 9 (NEW): The Ultimate Guide to Running a Brainstorming Session That Works Bonus 10 (NEW): Three Critical Checklists for Customer Journey Mapping Bonus 11 (NEW): Avoid These 7 Decision Traps by Thinking Like a Scientist Bonus 12 (NEW): The Psychology of an Unforgettable Customer Experience Bonus 13 (NEW): Why Simplicity is the Key to Winning Customers Bonus 14 (NEW): Why Personalizing Your Customer Experience Will Make it Irresistible to Customers Bonus 15 (NEW): Customer Experience Case Study - Amazon Bonus 16 (NEW): Customer Experience Case Study - Starbucks Who will benefit from "CX That Sings"? Are you a marketer who wants to know how to improve your customer experience? Maybe you're agency or consulting side and are looking for an introduction on how to build a customer journey map? No matter your reason, "A CX That Sings: An introduction to Customer Journey Maps for marketers" will help you get to the bottom of building an industry-leading customer experience.

Author: Jennifer L. Clinehens
Publisher: Jennifer L. Clinehens
ISBN:
Category : Business & Economics
Languages : en
Pages : 219

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Book Description
What if you could use Nobel prize-winning science to predict the choices your customers will make? Customer and user behaviors can seem irrational. Shaped by mental shortcuts and psychological biases, their actions often appear random on the surface. In Choice Hacking, we'll learn to predict these irrational behaviors and apply the science of decision-making to create unforgettable customer experiences. Discover a framework for designing experiences that doesn't just show you what principles to apply, but introduces a new way of thinking about customer behavior. You'll finish Choice Hacking feeling confident and ready to transform your experience with science. In Choice Hacking, you'll discover: - How to make sure your customer experience is designed for what people do (not what they say they'll do) - How to increase the odds that customers will make the "right choice" in any environment - How to design user experiences that drive action and engagement - How to create retail experiences that persuade and drive brand love - How brands like Uber, Netflix, Disney, and Starbucks apply these principles in their customer and user experiences Additional resources included with the book: - Access to free video Companion Course - Access to exclusive free resources, tools, examples, and use cases online Who will benefit from reading Choice Hacking? This book was written for anyone who wants to better understand customer and user decision-making. Whether you're a consultant, strategist, digital marketer, small business owner, writer, user experience designer, student, manager, or organizational leader, you will find immediate value in Choice Hacking. About the Author Jennifer Clinehens is currently Head of Experience at a major global experience agency. She holds a Master's degree in Brand Management as well as an MBA from Emory University's Goizueta School. Ms. Clinehens has client-side and consulting experience working for brands like AT&T, McDonald's, and Adidas, and she's helped shape customer experiences across the globe. A recognized authority in marketing and customer experience, she is also the author of CX That Sings: An Introduction To Customer Journey Mapping. To learn more about this book or contact the author, please visit ChoiceHacking.com

Author: Jennifer Clinehens
Publisher: Independently Published
ISBN: 9781793162946
Category :
Languages : en
Pages : 110

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Book Description
This book is about understanding your customer - how they view your brand, how they make choices, and how the customer experience shapes their purchase decisions. In this book the author explains, in actionable detail, how to create the most useful research tool in business - the customer journey map. Complete with templates, example journey maps, checklists and step-by-step instructions, this book will help you understand how to build and apply a customer journey map in any organization.Are you a marketer who wants to know how to improve your customer experience? Maybe you're agency or consulting side and are looking for an introduction on how to build a customer journey map? No matter your reason, "A CX That Sings: An introduction to Customer Journey Maps for marketers" will help you get to the bottom of building an industry-leading customer experience. A CX That Sings is divided into the following sections: 1. The Journey Mapping Toolkit: Best practice, examples of customer journey maps, templates, and checklists to help you get from zero to completed map with as little pain as possible. 2. The process of creating a Customer Journey Map: From the initial discovery workshop to final visualization and validation, you'll be guided through best practice examples, checklists, case studies, and common mistakes in experience mapping. Includes a section on common mental biases, working cross-functionally, and using the Journey Map to sell-in the right next steps (if you're an agency), or get support for these projects from others in your organization (if you're a product manager, brand manager, or marketing director). 3. The application of Customer Journey Maps: Learn how to use this as a jumping off point to develop additional opportunities, solutions, product and experience innovations, and build relationships that get CX initiatives funded, tested, completed, and measured.

Author: Angie Born
Publisher:
ISBN: 9781692922641
Category :
Languages : en
Pages : 570

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Book Description
Delta CX is a refreshing model bringing CX and UX together in task and in name with the key goal of improving the products, services, and experiences (PSE) that we offer our potential and current customers. Rather than following trends or drinking the snake oil, Delta CX presents a time-tested, thorough approach that helps you establish values, vision, strategies, and goals. Great PSE require the right teams and strategies in place to proactively predict and mitigate the risk of delivering wrong or flawed PSE. Adopting Delta CX means we all finally speak the same language, from tasks and deliverables to job titles and required skills to where CX fits into Agile organizations to processes and teams. Calculate the ROI of investing more time and resources into building the right PSE the first time. Save time, money, and sanity. Replace guessing and assumptions with Lean customer research that is planned, conducted, and interpreted by experts. Learn why quality should be our #1 priority, and how to rededicate our organization to our external and internal customers.Target audiences: Managers, workers, practitioners, freelancers, consultants, contractors, execs, stakeholders, and everybody else working in CX, UX, Marketing, Product Management, Engineering, Project Management. Business Analysts (BAs), Data Scientists, Writers, Visual Designers, Information Architects, Interaction Designers, Product Designers, and Researchers.The long and problem-focused version: In an era of faster, faster, faster, our workplaces are sacrificing quality, collaboration, culture, and the customer experience to "just ship it." Business goals don't seem to align with customers' needs. Customers constantly raise their standards and expectations, and they notice when companies are out of touch or get it wrong. Competitors, investors, shareholders, the press, bloggers, social media, and Wall Street also notice. Brands are being surprised when their products, services, and experiences (PSE) are disliked or rejected by customers, or go viral for the wrong reasons. Companies claim they are customer-focused, user-centric, and designing for the needs of real customers. Initiatives to increase the ability to build the right PSE should have meant hiring more CX and UX talent. However, with UX still misunderstood, circumvented, overruled, and excluded at many companies, workplaces that didn't know how to assess CX and UX talent hired anybody who put "UX" on their resume. Poor hiring choices lead to silos and "bad design." Rather than wondering if "UX" workers were unqualified, leadership blamed UX and User-Centered Design (UCD): They must be bloated, outdated, not Lean, not Agile things we don't really need. We started imagining that "everybody can be a designer." Get people sketching in design sprints, and solve our company's biggest challenges. We called for democratization and decentralization of UX and design because perhaps taking some power away from these "high-ego UX people" we hired will fix this. Suddenly, everybody was a design thinker doing design thinking, yet few people can agree on what design thinking is.Everybody became quietly desperate. UX practitioners wanted to evangelize, and invited teammates to UX evangelism presentations, which often backfired. Companies of all sizes and ages, including Fortune 500s, tried methodologies designed for startups. Startups fail roughly 95% of the time. It's so rare that they innovate or build something the public actually wants. Why would we want to emulate a segment with such a high failure rate? We're lost. We need another business transformation, a return to prioritizing the quality of what we ideate, architect, design, test, build, and unleash on the public.(Return to the top for the short and happy version.)

Author: Jennifer L. Clinehens
Publisher: Jennifer Clinehens
ISBN:
Category : Business & Economics
Languages : en
Pages : 106

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Book Description
No matter your field of expertise, every day you’re presented with seemingly impossible challenges. Issues that you or your company can’t seem to crack, even after weeks, months, or years of trying. How do you approach these impossible challenges? Do you have a strategy that you follow, or do you just hold a brainstorming session and hope for the best? Do you tell yourself, “Think harder!” and pray inspiration will strike? There’s a better way to solve problems like these — improve the quality of your thinking. Better thinking, problem-solving, and reasoning are skills. They can be developed through self-examination, learning new frameworks, and expanding our mental models. Lucky for us, brilliant thinkers, creators, entrepreneurs, and philosophers — people like Elon Musk, Aristotle, Charlie Munger, Issac Newton, Ada Lovelace, Albert Einstein, Frederick Douglass, Maya Angelou, and Henry Ford — have left behind documentation, frameworks, and tools for considering impossible problems. In "How to Solve Impossible Problems," author Jennifer L. Clinehens (Choice Hacking, CX That Sings) presents 7 such tools to improve our thinking and help us solve what feel like insurmountable challenges. In each chapter she gives specific, actionable advice, real-world examples, and in a free companion course (available February 15, 2022) provides worksheets to help apply each principle.

Author: John Rox
Publisher: Harper Collins
ISBN: 0060529423
Category : Juvenile Fiction
Languages : en
Pages : 42

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Book Description
Christmas is coming, and one little girl wants nothing more than a hippopotamus to play with and enjoy. But will Santa Claus and her parents make her Christmas wish come true? As shown in his best-selling titles The Night Before Christmas and Here Comes Santa Claus, no one can portray the holidays better than Bruce Whatley; and he doesit again with I Want a Hippopotamus For Christmas. The song "I Want a Hippopotamus for Christmas" was written in 1950 by John Rox and became a nationwide hit in 1953 when ten-year-old Oklahoma native Gayla Peevey sang the song as a way to raise money for the Oklahoma City Zoo's first hippopotamus. In December of that year the city received Matilda the hippo for Christmas.

Author: Brent Douglas Galloway
Publisher: Univ of California Press
ISBN: 0520945182
Category : Reference
Languages : en
Pages : 1729

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Book Description
An extensive dictionary (almost 1800 pages) of the Upriver dialects of Halkomelem, an Amerindian language of B.C.,giving information from almost 80 speakers gathered by the author over a period of 40 years. Entries include names and dates of citation, dialect information, phonological, morphological, syntactic, and semantic information, domain memberships of each alloseme, examples of use in sentences, and much cultural information.

Author: Brian Wright-McLeod
Publisher: University of Arizona Press
ISBN: 0816538646
Category : Music
Languages : en
Pages : 462

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Book Description
Want the word on Buffy Sainte-Marie? Looking for the best powwow recordings? Wondering what else Jim Pepper cut besides “Witchi Tai To”? This book will answer those questions and more as it opens up the world of Native American music. In addition to the widely heard sounds of Carlos Nakai’s flute, Native music embraces a wide range of forms: country and folk, jazz and swing, reggae and rap. Brian Wright-McLeod, producer/host of Canada’s longest-running Native radio program, has gathered the musicians and their music into this comprehensive reference, an authoritative source for biographies and discographies of hundreds of Native artists. The Encyclopedia of Native Music recognizes the multifaceted contributions made by Native recording artists by tracing the history of their commercially released music. It provides an overview of the surprising abundance of recorded Native music while underlining its historical value. With almost 1,800 entries spanning more than 100 years, this book leads readers from early performers of traditional songs like William Horncloud to artists of the new millennium such as Zotigh. Along the way, it includes entries for jazz and blues artists never widely acknowledged for their Native roots—Oscar Pettiford, Mildred Bailey, and Keely Smith—and traces the recording histories of contemporary performers like Rita Coolidge and Jimmy Carl Black, “the Indian of the group” in the original Mothers of Invention. It also includes film soundtracks and compilation albums that have been instrumental in bringing many artists to popular attention. In addition to music, it lists spoken-word recordings, including audio books, comedy, interviews, poetry, and more. With this unprecedented breadth of coverage and extensively cross-referenced, The Encyclopedia of Native Music is an essential guide for enthusiasts and collectors. More than that, it is a gateway to the authentic music of North America—music of the people who have known this land from time immemorial and continue to celebrate it in sound.

Author: Norm Cohen
Publisher: University of Illinois Press
ISBN: 9780252068812
Category : Music
Languages : en
Pages : 774

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Book Description
Impeccable scholarship and lavish illustration mark this landmark study of American railroad folksong. Norm Cohen provides a sweeping discussion of the human aspects of railroad history, railroad folklore, and the evolution of the American folksong. The heart of the book is a detailed analysis of eighty-five songs, from "John Henry" and "The Wabash Cannonball" to "Hell-Bound Train" and "Casey Jones," with their music, sources, history, and variations, and discographies. A substantial new introduction updates this edition.