How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer Focused Change

Jim Tincher; Nicole Newton

ISBN 10: 1941688640 / ISBN 13: 9781941688649

Published by Paramount Market Publishing, Inc., 2019

About this Item

Seller Inventory # BSM.1AQ1C

Bibliographic Details

• Title: How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer Focused Change
• Publisher: Paramount Market Publishing, Inc.
• Publication Date: 2019
• Language: English
• ISBN 10: 1941688640
• ISBN 13: 9781941688649
• Binding: Soft cover
• Condition: very_good

About this title

Synopsis

Learn how to create journey maps that actually get results

Nearly two out of three journey maps fail to drive customer-focused change. Find out how to make your initiative successful, and avoid the pitfalls that doom so many others, with this authoritative new book.

With insights from dozens of CX pros, extensive research, and real-world case studies and examples, How Hard Is It to Be Your Customer will help you understand why some maps drive action leading to an improved customer experience, greater customer loyalty, and impressive ROI--while others just gather dust on a shelf.

About the Author

Jim Tincher, CCXP, is Heart of the Customer's Mapper-In-Chief. Before launching the company, Jim led customer engagement initiatives at Best Buy and UnitedHealth Group. His fascination with customer experience led him to test himself by becoming a Certified Customer Experience Professional (CCXP), only the second in the world to earn such a designation. He earned his Master of Business Administration from the Carlson School of Management at the University of Minnesota and has also served as an adjunct instructor at the school. He is an active member of the Customer Experience Professionals Association (CXPA), serving as one of their CX Experts, providing advice to members worldwide. Jim was named one of Feedbackly's "10 Biggest Influencers in Customer Experience Around the World" and was featured in "9 Customer Experience Influencers to Start Following Now" by Influencer Marketing.

Nicole Newton, CCXP, is Heart of the Customer's B2B Practice Leader. Nicole's passions include leading customer experience improvement efforts, infusing the voice of the customer into decision-making and strategy, and improving every employee's ability to connect to customers. Before joining Heart of the Customer, she built and ran customer experience and marketing research functions at Thomson Reuters. Nicole is a RIVA-trained focus group facilitator. She has served as an adjunct instructor at the Opus College of Business at the University of St. Thomas and the Gabelli School of Business at Fordham University. She holds a Master of Business Administration from Fordham University.

Heart of the Customer is dedicated to best-in-class journey mapping to help companies improve their customer experience through a solid understanding of their customers' journeys.