The Customer Experience Playbook

the_customer_experience_playbook

Available for download below

If you are looking for ideas and inspiration on how to work with and craft better customer experiences, then this playbook is a great place to start. It contains the building blocks you need to achieve coherent branding, help you evaluate your CX work from a business perspective to insights in to the human mind.

 

The playbook contains:

* What is customer experience? – this section helps you make the work with emotion and experience more tangible.

Your sources for customer insight – find your customer insight sources and anchor your work in knowledge and data

How to define and measure success from your CX work – suggestions for clear KPIs, beyond NPS

How to craft better customer experiences – with the help from the Disney Paradox to a framework on how to create memorable moments

* Two tools for getting inside your customers shoes and mind – with instructions and a fictional case that helps you get a head start with your customer journey mapping. The second step and helps you identify pain points and find untapped potential for your business in solving these for your customer.

 

GET THE CUSTOMER EXPERIENCE PLAYBOOK

Simply fill in the form below, verify your email address
and you’ll be sent a link to download the free playbook.

 

 


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I love that it starts with a personal story! Very engaging. The customer touchpoint map you've included is great, too!
Midori Nediger - Information Designer at Venngage | Visual Communicator | Speaker at #INBOUND18 and #DSDC Toronto, Canada Area

PREVIEW

Preview some of the pages and the tools below: