5starcooks Customer Journey Map A Complete Guide - 2020 Edition

Customer Journey Mapping is the foundation of modern experience strategy, yet most organizations lack a systematic way to measure, diagnose, and improve their maps. Fragmented data, siloed teams, and unclear ownership cause missed opportunities and costly redesigns. This guide delivers a disciplined approach that turns vague insights into concrete actions. The book is built around a self-assessment methodology that covers seven criteria: Recognize, Define, Measure, Analyze, Improve, Control, and Sustain (RDMAICS). Each section contains dozens of targeted questions focused exclusively on Customer Journey Mapping. Users rate each question on a five-point scale, and the scores are plotted on a radar chart Scorecard that instantly reveals the strongest and weakest dimensions of their mapping practice. Even readers with limited experience can complete the assessment in a single workshop and obtain a clear, data-driven snapshot of their current capability. Included Professional Toolkit (40-48 Practitioner Tools): A fresh, topic-specific toolkit is generated at the time of purchase and delivered by email. The toolkit is organized into ten logical sections - Getting Started, Assessment and Planning, Models and Frameworks, Processes and Handoffs, Operations and Execution, Performance and KPIs, Quality and Compliance, Sustainment and Support, Advanced Topics, and Reference. It contains more than thirty deliverables in Excel, PDF, and Markdown formats, all created for Customer Journey Mapping rather than generic project templates. Highlights include maturity assessment worksheets with improvement paths, gap-analysis matrices, decision-framework scorecards, implementation roadmaps, stakeholder-mapping diagrams, process runbooks, KPI dashboard templates, risk-matrix checklists, audit checklists, quick-reference cards, and a library of best-practice examples. Each Excel file provides three sheets - Instructions, Template, and Pro Tips - while each PDF adds Pro Tips, Common Mistakes, and a Quick Reference section, enabling immediate deployment by any team. Every purchase includes Lifetime Updates. As the discipline of Customer Journey Mapping evolves, the publisher sends refreshed content and revised toolkit assets at no additional cost, ensuring that buyers always have access to the latest standards, metrics, and industry practices. This guide is ideal for Customer Experience Managers tasked with aligning cross-functional touchpoints, Business Analysts who must document and optimize journey flows, and Service Designers who need a rigorous diagnostic framework for stakeholder workshops. For example, a CX manager preparing a quarterly review can use the assessment to benchmark progress, identify priority improvement areas, and present a data-backed roadmap to senior leadership. Developed by The Art of Service, business process architects serving over 100,000 professionals across 160 countries since 2000. Every book and toolkit draws on 25 years of operational excellence research and a continuously updated knowledge base spanning hundreds of industry frameworks.