Mapping Experiences - 2nd Edition by James Kalbach (Paperback)

The "Alignment Diagrams for Customer Experience" book is a game-changer for any organization looking to improve their customer satisfaction.

With this powerful technique, you can visually map existing customer experiences and envision future solutions, providing valuable insights that will help you deliver real value to the people you serve.

By understanding where business goals and customer perspectives intersect, you'll be able to create diagrams that account for multichannel experiences as well as ecosystem design, giving you a comprehensive understanding of your customers' needs. Don't let inconsistent experiences with products and services frustrate your customers - use the "Alignment Diagrams for Customer Experience" book to turn valuable customer observations into actionable insights.

This updated guide shows you how to use alignment diagrams to map existing customer experiences and envision future solutions, providing a powerful tool for improving customer satisfaction and driving business success.