
Mapping Experiences
Customers who have inconsistent experiences with products and services are understandably frustrated. But it''s worse for organizations that can''t pinpoint the causes of these problems because they''re too focused on processes. This updated book shows your team how to use alignment diagrams to turn valuable customer observations into actionable insight. With this powerful technique, you can visua...
Customers who have inconsistent experiences with products and services are understandably frustrated. But it''s worse for organizations that can''t pinpoint the causes of these problems because they''re too focused on processes. This updated book shows your team how to use alignment diagrams to turn valuable customer observations into actionable insight. With this powerful technique, you can visua...