This volume came about as a result of the authors’ own practical experience in Help Desk operation and management and of hundreds of workshops the authors hav

From one of America's biggest bestselling authors and inspiring business speakers comes the key to creating a people-oriented, performance-driven, customer-firs

The Journey Mapping Playbook is an accessible how-to toolkit aimed at customer experience and marketing professionals looking for ways to improve customer and e

Learn how to create journey maps that actually get resultsNearly two out of three journey maps fail to drive customer-focused change. Find out how to make your

Differentiate your business by sharpening your Customer Focus or risk giving your competitors a competitive advantage.The-best-of-the-best do this. They know th