Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business) Paperback – September 3, 2019

Annette did an amazing job by creating a book that's if focusing on customer understanding, what distinguish this book from other customer experience books is the richness of practical tips from an experienced person ... you will not find theoretical jargon ... only practical tips ... which make the book a must-to-read for any customer experience practitioner.I was doing customer journey mapping since three years. Therewith, I've learned a lot about the topic. this book is indeed the best book if you want to learn about customer journey mapping.

The book rehashes the importance of making the customer the most important part of your business. Great details of creating workshops to create resolutions to their painpoints. Didn’t take away anything groundbreaking.

I’m still reading the book but already liking it. The only problem I face is the very low quality of images of charts in the electronic version. Is there a way to get these separately or Somehow improve it in the book? It’s frustrating to not been able to read it normally.

In a world in which the term “customer experience” still has more traction as a buzz term than as a strategy, Annette Franz’s new book, Customer Understanding, is a welcome addition to the experience professional’s reading list.Customer Understanding takes you on a journey through three high-level concepts: listen, characterize, and empathize. These overarching ideas, however, are more than just generalized concepts; in Franz’s capable hands, they form a powerful and comprehensive strategy to help you truly understand your customers.As a fan of books that are not only theoretically sound but actionable in the real world, my favorite part of Customer Understanding is the final section on workshops, which breaks down many of the CX techniques — from current-state mapping to blueprinting — that experience leaders need to better understand and serve their customers.If you are serious about using customer experience as business strategy, Customer Understanding is an essential tool that will shorten your path to becoming a best-in-class, customer-centric organization.

I love the way this book lays out, step-by-step how to effectively move through the entire journey mapping process. Unlike many other books written on this topic, this one goes beyond droning on about the philosophy of customer experience and takes us into the nuts and bolts of actually placing the customer at the center of the business. It breaks the process down so that it seems far less daunting. Customer experience is something many keep talking about but so few still do properly. This book can change that. Bravo, Ms. Franz!

I LOVED this book! Annette did a wonderful job explaining the why, the what, and the how in customer understanding. I love the combination of no-nonsense explanations of what is important and what is often challenging within organizations. I've earmarked many, many pages. And I look forward to applying many of her workshop tips. If you're a CX practitioner or simply trying to get your organization more customer-centric, this is a MUST READ.

Annette has been a practitioner in the field pushing that customer rock up the hill. Therefore this resource she has put together is real-world based, practical and insanely helpful. Read it fully, digest and reap the benefits. We are all givers with this work - and I applaud Annette's commitment to getting her great resource out for our community! Bravo!

Customer Understanding by Annette Franz, delivered a good guide — with useful examples. The book covers areas of X in data understanding and how to utilize it, surveys, and her core business focus, journey mappings, which she also go into the details .In conclusion, this book is focused in some core parts of X. For whoever wish to know more about CX and journey mapping!

Gute Lektüre - ich habe die Top 10 Bücher über Kundenservice gegoogelt.

I came across the author on Twitter, Annette lives and breathes CX. As a marketer, I know that CX has now become a more important differentiator than even pricing or product, so I wanted to learn more. The author has put together a highly readable and actionable book on CX, with all the typical filler and fluff cut out. I would have liked to see a few examples of real (or fictional) companies applying the CX journey blueprint, but other than that it's a very insightful, helpful book.