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CX That Sings: An Introduction to Customer Journey Mapping

CX That Sings: An Introduction to Customer Journey Mapping

by Jennifer L. Clinehens

NOOK Book(eBook)


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4.5/5 star rating on Goodreads


- Includes FREE access to online resources with large, full-color downloadable images of all example Journey Maps and Personas

- All content from the example Journey Maps and Personas is also included in the text, making it easy to see, read, and highlight important passages

- Includes access to FREE video companion course launching July 6th on


Do you know what makes your customers tick?

This book lays out, in actionable detail, the process of creating a Customer Journey Map - a visual story about how people experience your brand. A bridge between your business and its buyers, Journey Maps can empower your team to understand customer motivations, fears, and challenges. 


"CX That Sings" will guide you, step-by-step, through the mapping process. You'll finish feeling ready to engage stakeholders and design a Customer Journey Map that makes an impact. 


In CX That Sings, you'll discover: 

- Actionable advice, checklists, and tactics that will make you confident to start journey mapping right away

- Customer Journey Map Examples including eCommerce, Mixed Retail and Fast-Casual Dining

- How to create user and customer personas, with examples, and a "how-to guide" for creating supporting user and customer personas

- Free bonus material, including customer experience case studies

- Free access to online resources


What readers are saying:

"Very clear with lots of useful online resources." 

"This is a great step by step guide that anyone can follow with some really solid logic behind why each element is important."


About the Author 

Jennifer Clinehens is currently Head of Experience at a major global experience agency and holds a Master's degree in Brand Management as well as an MBA from Emory University's Goizueta School. Ms. Clinehens has client-side and consulting experience working for brands like AT&T, McDonald's, Adidas, and more, she's helped shape customer experiences across the globe. A recognized authority in marketing and customer experience, she is also the author of Choice Hacking: How to use psychology and behavioral science to create an experience that sings.


You can find more information about this book, additional materials, and supporting resources at

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Product Details

BN ID: 2940163841493
Publisher: Jennifer Clinehens
Publication date: 03/13/2020
Sold by: Draft2Digital
Format: NOOK Book
Sales rank: 790,607
File size: 5 MB

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