The customer journey, or experience, is simply the sum of all engagements a customer has with you over the duration of the relationship.
Debbie Simpson shows you what this journey consists of and how you as a sales representative, marketer, or a small business owner can look at to ensure a great customer experience and subsequently and sustainably reap the rewards.
Table of Contents
Click on a chapter listing below to skip straight to a section.
|Chapter 1:||What Is It?|
|Chapter 2:||Values of Focus|
|Chapter 3:||It’s a Global Competition|
|Chapter 4:||It’s a Total Experience|
|Chapter 5:||Stages to Buying|
|Chapter 6:||Only Step #3|
|Chapter 7:||Engagement Regardless|
|Chapter 8:||Back to the Basics|
|Chapter 10:||Many Channels and Departments|
|Chapter 12:||6 Disciplines|
|Chapter 13:||Customer Journey Mapping|
|Chapter 15:||Net Promoter Score|
|Chapter 16:||Case Study: Zappos.com|