12 Books To Read If You Want To Understand Customers Better. If you’re looking to expand your customer experience knowledge, learn new ideas, or see things from a new perspective, I’ve put together a list of must-read books for 2011 below.
The list is peppered with favorites, books I’ve been meaning to read, and a few intriguing books that will be coming out later this year. I’ve also included a short description from the book’s Amazon product page. Free eBook: The 6 Laws Of Customer Experience. A few weeks ago I introduced the 6 laws of customer experience.
Since then, I’ve written posts for each of the six laws. It turns out that these posts have had extremely high readership. Experiencemap1.jpg 3060×2401 pixels. Customer Experience Mapping & « See also: & Service Blueprinting What follows is my approach to customer experience mapping. I’m not saying it’s perfect – or easy, and I am most certainly saying it doesn’t and can’t exist in isolation from other techniques – research gives you the evidence, frameworks help sort the interpreted and synthesised information and good old fashioned collaboration is required. And finally, for these to be meaningful in a business setting I advocate a companion service blueprint. I pitch the map and blueprint as both technique and output.