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CX That Sings: An Introduction to Customer Journey Mapping
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.
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.
265 pages
First published January 1, 2018
About the author
Jennifer L. Clinehens
6 books6 followersJennifer 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 the author of "Choice Hacking: How to use psychology and behavioral science to create an experience that sings" and "CX That Sings: An introduction to customer journey mapping".
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 the author of "Choice Hacking: How to use psychology and behavioral science to create an experience that sings" and "CX That Sings: An introduction to customer journey mapping".
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Displaying 1 - 2 of 2 reviews
January 17, 2020
Very clear with lots of useful online resources.
April 30, 2020
Lots of examples in the book and online. A solid read for someone who is new to customer journey mapping.
Displaying 1 - 2 of 2 reviews