The full title of this book by Alberto Rocha (author) and Catalina Franco (transcriber) is
The Ideal Customer Experience Journey: How to Make it a Reality Every Time
In my review posted on Amazon.co.uk, I gave the book Three Stars, meaning it is Worthwhile.
Here is my book review.
A useful book to think through customer experience issues
Reading this book feels a bit strange because I think it is a transcript of an audio or video course, since the author keeps referring to course rather than book.
I agree with pretty much everything written in the book but, unfortunately, it didn’t excite me. I think looking at your business through the eyes of a typical customer should be exciting but the book made it feel dull.
That’s a shame because this is an exercise that sounds like a good idea at first but, if you don’t get excited, you won’t do it.
I think it’s useful to examine your own experiences as a buyer to see how your own perceptions get formed and how they can swing, for the better or worse. Then imagine your customers having similar emotional twists and decide to bias their experiences to the good.
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