{"product_id":"customer-journey-mapping-playbook-step-by-step","title":"Customer Journey Mapping Playbook, Step by Step for 2027","description":"\u003cp class=\"bsbs-lead\"\u003eSee your organisation as a customer does and fix what gets in the way, with seven plays from scoping one journey to mapping it, tracing root causes and owning the improvements.\u003c\/p\u003e\n\u003ch3\u003eWho it's for\u003c\/h3\u003e\n\u003cp\u003eManagers, team leaders and consultants who want to see their organisation the way a customer does, and then fix what gets in the way. It works for shops, clinics, public services and firms that sell to other businesses; each play is a two- to four-hour workshop or a week of fieldwork for five to eight people.\u003c\/p\u003e\n\u003ch3\u003eWhat you'll learn\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003eScope one customer and one journey with a clear trigger, end point and business objective on a Journey Scope Card\u003c\/li\u003e\n\u003cli\u003eGather evidence before you map, from customer interviews, complaints and reviews, drop-off figures, front-line staff, a mystery shop and your own walk-through\u003c\/li\u003e\n\u003cli\u003eMap the current journey stage by stage, with touchpoints, customers' own words, an emotion curve and evidenced pain points\u003c\/li\u003e\n\u003cli\u003eFind the moments that matter with importance–performance analysis (John Martilla and John James), Jan Carlzon's moments of truth and the peak–end rule described by Daniel Kahneman and colleagues\u003c\/li\u003e\n\u003cli\u003eTrace each priority moment backstage to a root cause someone can change, using a light version of G. Lynn Shostack's service blueprint\u003c\/li\u003e\n\u003cli\u003eTurn pain points into “How might we…” questions, score ideas for impact and effort, and test quick wins with five customers\u003c\/li\u003e\n\u003cli\u003eGive the journey one owner, a scorecard with baselines and a monthly review that decides the next improvement\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eWhat's inside\u003c\/h3\u003e\n\u003cul\u003e\n\u003cli\u003e43 pages, 7 plays\u003c\/li\u003e\n\u003cli\u003eEvery play sets out its objective, when to use it and when not to, the time, people and materials it needs, numbered steps, a diagram, a ready-to-use template, an illustrative example from a fictional UK organisation and common mistakes to avoid\u003c\/li\u003e\n\u003cli\u003eOne template per play: Journey Scope Card, Evidence Plan and Log, Current-State Journey Map, Moments-of-Truth Scorecard, Backstage Trace, Improvement Backlog, and Journey Scorecard\u003c\/li\u003e\n\u003cli\u003eA closing action plan, Your Six-Week Journey Mapping Project, with a one-page checklist that runs all seven plays in six weeks\u003c\/li\u003e\n\u003cli\u003ePDF in A4 format — read on screen or print\u003c\/li\u003e\n\u003cli\u003eInstant download after purchase\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eContents\u003c\/h3\u003e\n\u003col\u003e\n\u003cli\u003eScope the Journey and the Customer\u003c\/li\u003e\n\u003cli\u003eGather Evidence Before You Map\u003c\/li\u003e\n\u003cli\u003eMap the Current Journey\u003c\/li\u003e\n\u003cli\u003eFind the Moments That Matter\u003c\/li\u003e\n\u003cli\u003eTrace Pain Points Backstage\u003c\/li\u003e\n\u003cli\u003eDesign and Prioritise Improvements\u003c\/li\u003e\n\u003cli\u003eMeasure and Own the Journey\u003c\/li\u003e\n\u003c\/ol\u003e\n\u003ch3\u003ePart of The Business Library\u003c\/h3\u003e\n\u003cp\u003eThis playbook is one of the 55 ebooks in \u003ca href=\"\/products\/the-business-library\"\u003eThe Business Library\u003c\/a\u003e, available together for £109 (worth £1,437 if bought separately: the total of the individual prices of the included titles in our store). It is also included in \u003ca href=\"\/products\/the-ultimate-business-bundle\"\u003eThe Ultimate Business Bundle\u003c\/a\u003e, which adds 8 checklists and toolkits and 10 workbooks — all 73 products for £147.\u003c\/p\u003e","brand":"Business Step by Step","offers":[{"title":"Default Title","offer_id":59143578353996,"sku":"BSBS-50","price":29.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1101\/3147\/8860\/files\/bsbs-50-customer-journey-mapping-playbook-step-by-step-3d.jpg?v=1791672226","url":"https:\/\/businessstepbystep.co.uk\/products\/customer-journey-mapping-playbook-step-by-step","provider":"Business Step by Step","version":"1.0","type":"link"}