🗺️ Customer Journey Mapping

Frameworks for visualizing every touchpoint a customer encounters, transforming abstract experience into actionable design and strategy.

What Customers Crave

by Nicholas J. Webb • 2016

Good customer service is killing your business. The design-driven method that replaces it.

3.69

289

🧩 Customer Experience Design 🧈 Frictionless Service ❤️ Emotional Relevance

What Customers Crave 92%

Good customer service is killing your business. The design-driven method that replaces it.

by Nicholas J. Webb 2016

3.69

289 ratings

🧩 Customer Experience Design 🧈 Frictionless Service ❤️ Emotional Relevance

Outside In

by Harley Manning • 2012

Customer experience is the moat competitors can't copy. A complete blueprint for engineering yours.

3.93

835

🛎️ Customer Experience 🎨 Service Design 🗺️ Journey Mapping

Outside In 91%

Customer experience is the moat competitors can't copy. A complete blueprint for engineering yours.

by Harley Manning 2012

3.93

835 ratings

🛎️ Customer Experience 🎨 Service Design 🗺️ Journey Mapping

Mapping Experiences

by James Kalbach • 2015

One diagram that puts customer actions and business processes on one page: the gaps become obvious.

4.11

694

🗺️ Experience Mapping 🛠️ Service Design 💼 Jobs To Be Done

Mapping Experiences 90%

One diagram that puts customer actions and business processes on one page: the gaps become obvious.

by James Kalbach 2015

4.11

694 ratings

🗺️ Experience Mapping 🛠️ Service Design 💼 Jobs To Be Done

Never Lose a Customer Again

by Joey Coleman • 2018

After the sale, keep the customer: a hundred-day playbook to turn one-time buyers into advocates.

4.18

1k+

📈 Customer Retention ✨ Customer Experience 🚀 Onboarding

Never Lose a Customer Again 90%

After the sale, keep the customer: a hundred-day playbook to turn one-time buyers into advocates.

by Joey Coleman 2018

4.18

1k+ ratings

📈 Customer Retention ✨ Customer Experience 🚀 Onboarding

Notes from a Friend

by Anthony Robbins • 1995

You are punishing loyal customers for the crimes of the 1 percent. A five-step reset.

3.97

2k+

🎯 Customer Experience 🧩 Service Design 🏷️ Brand Strategy

Notes from a Friend 90%

You are punishing loyal customers for the crimes of the 1 percent. A five-step reset.

by Anthony Robbins 1995

3.97

2k+ ratings

🎯 Customer Experience 🧩 Service Design 🏷️ Brand Strategy

Forget the Funnel

by Georgiana Laudi • 2023

Stop chasing leaky funnels. The customer insight method that turned revenue up 900% in two years.

4.14

159

📊 Saas Marketing 🧭 Customer Experience 🎯 Jobs-To-Be-Done

Forget the Funnel 90%

Stop chasing leaky funnels. The customer insight method that turned revenue up 900% in two years.

by Georgiana Laudi 2023

4.14

159 ratings

📊 Saas Marketing 🧭 Customer Experience 🎯 Jobs-To-Be-Done

Startup Cxo

by Matt Blumberg • 2021

Most SaaS revenue comes after the contract. A field guide for the CCO who owns it.

4.00

🖥️ Saas Scaling ⭐ Customer Success 🔄 Customer Lifecycle

Startup Cxo 90%

Most SaaS revenue comes after the contract. A field guide for the CCO who owns it.

by Matt Blumberg 2021

4.00

68 ratings

🖥️ Saas Scaling ⭐ Customer Success 🔄 Customer Lifecycle

The Effortless Experience

by Matthew Dixon • 2013

Delight doesn't build loyalty. Ease does. And the ratio is four to one.

3.94

1k+

📞 Customer Service 💝 Customer Experience 🎨 Service Design

The Effortless Experience 90%

Delight doesn't build loyalty. Ease does. And the ratio is four to one.

by Matthew Dixon 2013

3.94

1k+ ratings

📞 Customer Service 💝 Customer Experience 🎨 Service Design

Buyer Personas

by Adele Revella • 2015

Most marketers guess why customers buy. The answer is in a handful of interviews, done right.

3.84

436

📊 Marketing Strategy 🧩 Customer Insights 🛒 Buyer Personas

Buyer Personas 90%

Most marketers guess why customers buy. The answer is in a handful of interviews, done right.

by Adele Revella 2015

3.84

436 ratings

📊 Marketing Strategy 🧩 Customer Insights 🛒 Buyer Personas

Creating Superfans

by Brittany Hodak • 2023

You can't buy devotion, only earn it: a system for turning indifference into lifelong advocacy.

4.37

260

🛎️ Customer Experience 💎 Customer Loyalty ✨ Experience Design

Creating Superfans 89%

You can't buy devotion, only earn it: a system for turning indifference into lifelong advocacy.

by Brittany Hodak 2023

4.37

260 ratings

🛎️ Customer Experience 💎 Customer Loyalty ✨ Experience Design

The Brand Flip

by Marty Neumeier • 2015

The internet handed customers the controls. Most companies still haven't noticed who's driving.

4.30

673

🎯 Brand Strategy ✨ Customer Experience 🎨 Design Thinking

The Brand Flip 89%

The internet handed customers the controls. Most companies still haven't noticed who's driving.

by Marty Neumeier 2015

4.30

673 ratings

🎯 Brand Strategy ✨ Customer Experience 🎨 Design Thinking

Marketing 4.0

by Philip Kotler • 2016

The classic marketing playbook, rewritten for when customers trust each other more than ads.

4.06

3k+

📱 Digital Marketing 🎯 Marketing Strategy 🗺️ Customer Journey

Marketing 4.0 89%

The classic marketing playbook, rewritten for when customers trust each other more than ads.

by Philip Kotler 2016

4.06

3k+ ratings

📱 Digital Marketing 🎯 Marketing Strategy 🗺️ Customer Journey

Customer Relationship Management

by 50Minutes • 2017

How to segment, personalize, and measure your way to lower churn and higher customer lifetime value.

3.50

🎯 Customer-Centricity 🛎️ Customer Experience 📊 Data-Driven Marketing

Customer Relationship Management Summary

Customer Relationship Management 89%

How to segment, personalize, and measure your way to lower churn and higher customer lifetime value.

by 50Minutes 2017

3.50

2 ratings

🎯 Customer-Centricity 🛎️ Customer Experience 📊 Data-Driven Marketing

How to Win Customers and Keep Them for Life

by Michael LeBoeuf • 2000

Customers stay when the experience pays off for them. A system for making every touchpoint deliver.

3.9

200

🔄 Customer Retention ✨ Customer Experience 🎯 Customer Centricity

How to Win Customers and Keep Them for Life Summary

How to Win Customers and Keep Them for Life 89%

Customers stay when the experience pays off for them. A system for making every touchpoint deliver.

by Michael LeBoeuf 2000

3.9

200 ratings

🔄 Customer Retention ✨ Customer Experience 🎯 Customer Centricity

This Is Service Design Doing

by Marc Stickdorn • 2016

The field manual for turning customer journey maps and sticky notes into real organizational change.

4.36

567

🧠 Design Thinking 💫 Customer Experience 🔄 Organizational Change

This Is Service Design Doing 89%

The field manual for turning customer journey maps and sticky notes into real organizational change.

by Marc Stickdorn 2016

4.36

567 ratings

🧠 Design Thinking 💫 Customer Experience 🔄 Organizational Change

The Best Service is No Service

by Bill Price • 2008

Stop optimizing your call center. The real fix is to destroy demand for customer service.

3.98

174

🛎️ Customer Service Strategy ✨ Customer Experience 🎨 Service Design

The Best Service is No Service 89%

Stop optimizing your call center. The real fix is to destroy demand for customer service.

by Bill Price 2008

3.98

174 ratings

🛎️ Customer Service Strategy ✨ Customer Experience 🎨 Service Design

Ask

by Ryan Levesque • 2015

What they don't want teaches more than what they do. One survey builds the whole funnel.

3.66

3k+

🔍 Customer Research 💻 Online Marketing 🛒 Sales Funnels

Ask 89%

What they don't want teaches more than what they do. One survey builds the whole funnel.

by Ryan Levesque 2015

3.66

3k+ ratings

🔍 Customer Research 💻 Online Marketing 🛒 Sales Funnels

Customer Obsessed

by Eric Berridge • 2016

Customer experience fails in a silo. The fix spans design, data, diversity, and employee engagement.

3.21

🤝 Customer Experience 👥 Employee Engagement 📊 Data-Driven Business

Customer Obsessed 89%

Customer experience fails in a silo. The fix spans design, data, diversity, and employee engagement.

by Eric Berridge 2016

3.21

48 ratings

🤝 Customer Experience 👥 Employee Engagement 📊 Data-Driven Business

CRM at the Speed of Light

by Paul Greenberg • 2001

CRM is a business philosophy, not a technology project. The blueprint for making it real.

3.82

103

🤝 Customer Relationship Management 🎯 Customer-Centricity 🔄 Customer Retention

CRM at the Speed of Light 89%

CRM is a business philosophy, not a technology project. The blueprint for making it real.

by Paul Greenberg 2001

3.82

103 ratings

🤝 Customer Relationship Management 🎯 Customer-Centricity 🔄 Customer Retention

Building a Storybrand

by Donald Miller • 2017

Stop making your brand the hero. A story framework that clears the fog so customers buy.

4.26

27k+

📣 Brand Messaging 🎯 Marketing Strategy 🧭 Customer Journey

Building a Storybrand 89%

Stop making your brand the hero. A story framework that clears the fog so customers buy.

by Donald Miller 2017

4.26

27k+ ratings

📣 Brand Messaging 🎯 Marketing Strategy 🧭 Customer Journey

Designing Experiences

by J Robert Rossman • 2019

Turn any interaction into a journey: a design system from first anticipation to final memory.

3.97

159

🎨 Experience Design 💡 Design Thinking 🗺️ Journey Mapping

Designing Experiences 89%

Turn any interaction into a journey: a design system from first anticipation to final memory.

by J Robert Rossman 2019

3.97

159 ratings

🎨 Experience Design 💡 Design Thinking 🗺️ Journey Mapping

The Experience Economy

by James H. Gilmore • 1999

Goods became services. Now services are becoming experiences. The next step: transformations.

3.80

3k+

🎨 Experience Design 💬 Customer Experience 🎯 Experiential Marketing

The Experience Economy 89%

Goods became services. Now services are becoming experiences. The next step: transformations.

by James H. Gilmore 1999

3.80

3k+ ratings

🎨 Experience Design 💬 Customer Experience 🎯 Experiential Marketing

Convert!

by Ben Hunt • 2011

Stop designing for yourself. A system for building websites that answer what visitors actually need.

3.91

128

🎯 Conversion Optimization 🧠 Buyer Psychology 🗺️ Buyer Journey

Convert! 89%

Stop designing for yourself. A system for building websites that answer what visitors actually need.

by Ben Hunt 2011

3.91

128 ratings

🎯 Conversion Optimization 🧠 Buyer Psychology 🗺️ Buyer Journey

The Customer Service Revolution

by John R. DiJulius • 2015

A systematic playbook for customer experiences so good your customers stop asking about price.

4.04

279

🎯 Customer Experience ✨ Service Excellence 💪 Employee Empowerment

The Customer Service Revolution 89%

A systematic playbook for customer experiences so good your customers stop asking about price.

by John R. DiJulius 2015

4.04

279 ratings

🎯 Customer Experience ✨ Service Excellence 💪 Employee Empowerment

The Customer Centricity Playbook

by Peter Fader • 2018

The average customer is a dangerous myth. Your real profits come from a tiny, identifiable fraction.

3.76

319

📊 Customer Analytics 💻 CRM Strategy 🔄 Retention Marketing

The Customer Centricity Playbook Summary

The Customer Centricity Playbook 89%

The average customer is a dangerous myth. Your real profits come from a tiny, identifiable fraction.

by Peter Fader 2018

3.76

319 ratings

📊 Customer Analytics 💻 CRM Strategy 🔄 Retention Marketing

Be Our Guest

by Walt Disney Company • 2001

Behind Disney's legendary guest experience is a practical system any organization can adopt.

3.90

5k+

🎯 Customer Experience 📐 Service Design 🏨 Hospitality Management

Be Our Guest 89%

Behind Disney's legendary guest experience is a practical system any organization can adopt.

by Walt Disney Company 2001

3.90

5k+ ratings

🎯 Customer Experience 📐 Service Design 🏨 Hospitality Management

Demand-Side Sales 101

by Bob Moesta • 2020

Stop selling features. The customer's desire to make progress is what actually closes deals.

4.30

538

📊 Sales Methodology 🔍 Customer Research 🔧 Jobs To Be Done

Demand-Side Sales 101 89%

Stop selling features. The customer's desire to make progress is what actually closes deals.

by Bob Moesta 2020

4.30

538 ratings

📊 Sales Methodology 🔍 Customer Research 🔧 Jobs To Be Done

High-Tech, High-Touch Customer Service

by Micah Solomon • 2012

The personal-service secret of beloved brands, and the technology that scales it.

3.77

113

🛎️ Customer Experience 🎨 Service Design 🧠 Hiring For Attitude

High-Tech, High-Touch Customer Service Summary

High-Tech, High-Touch Customer Service 89%

The personal-service secret of beloved brands, and the technology that scales it.

by Micah Solomon 2012

3.77

113 ratings

🛎️ Customer Experience 🎨 Service Design 🧠 Hiring For Attitude

Content Marketing Strategies For Dummies

by Stephanie Diamond • 2016

Turn scattered blog posts into a content system that attracts, converts, and keeps customers.

3.80

📝 Content Marketing 📋 Content Strategy 📥 Inbound Marketing

Content Marketing Strategies For Dummies Summary

Content Marketing Strategies For Dummies 89%

Turn scattered blog posts into a content system that attracts, converts, and keeps customers.

by Stephanie Diamond 2016

3.80

10 ratings

📝 Content Marketing 📋 Content Strategy 📥 Inbound Marketing

Hug Your Customers

by Jack Mitchell • 2003

A family retailer's playbook for replacing sales scripts with genuine human connection.

4.03

986

🛍️ Customer Experience 👨‍👩‍👧‍👦 Family Business 🏬 Retail Management

Hug Your Customers 89%

A family retailer's playbook for replacing sales scripts with genuine human connection.

by Jack Mitchell 2003

4.03

986 ratings

🛍️ Customer Experience 👨‍👩‍👧‍👦 Family Business 🏬 Retail Management

No B.S. Guide to Maximum Referrals and Customer Retention

by Dan S. Kennedy • 2016

Turn every customer into a referral engine: no luck, no begging, just a system that compounds.

4.13

🔄 Customer Retention 🔗 Referral Marketing 📬 Direct Response Marketing

No B.S. Guide to Maximum Referrals and Customer Retention Summary

No B.S. Guide to Maximum Referrals and Customer Retention 88%

Turn every customer into a referral engine: no luck, no begging, just a system that compounds.

by Dan S. Kennedy 2016

4.13

84 ratings

🔄 Customer Retention 🔗 Referral Marketing 📬 Direct Response Marketing

Experiential Marketing

by Kerry Smith • 2016

How to turn live events into content factories that build brands and pay for themselves.

4.18

🎪 Event Marketing 🎨 Experience Design 📖 Brand Storytelling

Experiential Marketing 88%

How to turn live events into content factories that build brands and pay for themselves.

by Kerry Smith 2016

4.18

11 ratings

🎪 Event Marketing 🎨 Experience Design 📖 Brand Storytelling

Hug Your Haters

by Jay Baer • 2016

Two playbooks for turning whiners into loyal advocates: one for private calls, one for public posts.

3.85

788

🗣️ Customer Complaints 🔄 Service Recovery 💻 Online Reputation

Hug Your Haters 88%

Two playbooks for turning whiners into loyal advocates: one for private calls, one for public posts.

by Jay Baer 2016

3.85

788 ratings

🗣️ Customer Complaints 🔄 Service Recovery 💻 Online Reputation

Experiential Marketing

by Bernd H. Schmitt • 1999

Stop selling features and benefits. Five experience types and the tools to build them.

3.85

112

🏷️ Brand Experience 🧩 Customer Experience 👁️ Sensory Marketing

Experiential Marketing 88%

Stop selling features and benefits. Five experience types and the tools to build them.

by Bernd H. Schmitt 1999

3.85

112 ratings

🏷️ Brand Experience 🧩 Customer Experience 👁️ Sensory Marketing

Marketing 6.0

by Philip Kotler • 2023

Marketing's next age dissolves the physical-digital divide, and Gen Z already knows there isn't one.

3.70

246

🎪 Experiential Marketing 🔄 Omnichannel Marketing 🕶️ Metaverse Marketing

Marketing 6.0 88%

Marketing's next age dissolves the physical-digital divide, and Gen Z already knows there isn't one.

by Philip Kotler 2023

3.70

246 ratings

🎪 Experiential Marketing 🔄 Omnichannel Marketing 🕶️ Metaverse Marketing

Modern Marketing Using AI

by Malay A. Upadhyay • 2021

AI now writes, targets, and sells. The playbook for building a marketing stack that actually works.

3.75

📊 Marketing Strategy 💻 Digital Marketing 🏗️ Brand Building

Modern Marketing Using AI 88%

AI now writes, targets, and sells. The playbook for building a marketing stack that actually works.

by Malay A. Upadhyay 2021

3.75

8 ratings

📊 Marketing Strategy 💻 Digital Marketing 🏗️ Brand Building

Rocket

by Michael J. Silverstein • 2015

Customer surveys do not create breakthroughs. Winning brands build advocates who sell for them.

3.37

📊 Brand Strategy 🎯 Customer Loyalty 📣 Brand Advocacy

Rocket 88%

Customer surveys do not create breakthroughs. Winning brands build advocates who sell for them.

by Michael J. Silverstein 2015

3.37

54 ratings

📊 Brand Strategy 🎯 Customer Loyalty 📣 Brand Advocacy

Marketing Rebellion

by Mark W. Schaefer • 2019

Your customers now control your marketing. Only the truly human companies survive.

4.20

479

🗳️ Consumer Empowerment 🗣️ Word Of Mouth ❤️ Brand Loyalty

Marketing Rebellion 88%

Your customers now control your marketing. Only the truly human companies survive.

by Mark W. Schaefer 2019

4.20

479 ratings

🗳️ Consumer Empowerment 🗣️ Word Of Mouth ❤️ Brand Loyalty

Superconsumers

by Eddie Yoon • 2016

Ten percent of customers drive most of your profit. Find them, fuel their passion, and grow.

3.72

112

🎯 Consumer Segmentation ❤️ Passionate Users 📈 Brand Growth

Superconsumers 88%

Ten percent of customers drive most of your profit. Find them, fuel their passion, and grow.

by Eddie Yoon 2016

3.72

112 ratings

🎯 Consumer Segmentation ❤️ Passionate Users 📈 Brand Growth

Managing Content Marketing

by Robert Rose • 2011

A story framework that turns your brand into a magnet for subscribers, not just viewers.

3.78

153

📄 Content Marketing 📖 Brand Storytelling 🎯 Buyer Personas

Managing Content Marketing 88%

A story framework that turns your brand into a magnet for subscribers, not just viewers.

by Robert Rose 2011

3.78

153 ratings

📄 Content Marketing 📖 Brand Storytelling 🎯 Buyer Personas

Conversion Optimization

by Khalid Saleh • 2010

Double revenue without a single new visitor. The psychology of online conversion, tested.

3.93

🎯 Conversion Optimization 🧠 Customer Psychology 🧪 A/B Testing

Conversion Optimization 88%

Double revenue without a single new visitor. The psychology of online conversion, tested.

by Khalid Saleh 2010

3.93

74 ratings

🎯 Conversion Optimization 🧠 Customer Psychology 🧪 A/B Testing

Uncommon Service

by Frances Frei • 2012

The counterintuitive rule of service: to be great, you must first decide where to be bad.

4.01

784

🎨 Service Design 🧑‍🤝‍🧑 Customer Experience ⚖️ Strategic Trade-Offs

Uncommon Service 88%

The counterintuitive rule of service: to be great, you must first decide where to be bad.

by Frances Frei 2012

4.01

784 ratings

🎨 Service Design 🧑‍🤝‍🧑 Customer Experience ⚖️ Strategic Trade-Offs

Retention Point

by Robert Skrob • 2018

Churn is the real enemy. The cure is one repeatable moment that makes a subscriber permanent.

3.73

309

🎯 Customer Retention 🔄 Membership Economy 🤝 Member Engagement

Retention Point 88%

Churn is the real enemy. The cure is one repeatable moment that makes a subscriber permanent.

by Robert Skrob 2018

3.73

309 ratings

🎯 Customer Retention 🔄 Membership Economy 🤝 Member Engagement

Making Websites Win

by Karl Blanks • 2017

The scientific method applied to your website: how tiny, tested changes compound into doubled sales.

4.31

435

📈 Conversion Rate Optimization 🖥️ Web Design 🧪 A/B Testing

Making Websites Win 88%

The scientific method applied to your website: how tiny, tested changes compound into doubled sales.

by Karl Blanks 2017

4.31

435 ratings

📈 Conversion Rate Optimization 🖥️ Web Design 🧪 A/B Testing

The thank you economy

by Gary Vaynerchuk • 2010

Social media gave every customer a megaphone. The only strategy that keeps them on your side.

3.84

13k+

🛍️ Customer Experience 🤝 Relationship Marketing 🗣️ Word-Of-Mouth Marketing

The thank you economy 88%

Social media gave every customer a megaphone. The only strategy that keeps them on your side.

by Gary Vaynerchuk 2010

3.84

13k+ ratings

🛍️ Customer Experience 🤝 Relationship Marketing 🗣️ Word-Of-Mouth Marketing

Epic Content Marketing

by Joe Pulizzi • 2013

The publishing playbook: stop interrupting, start teaching, and make customers seek you out.

3.96

1k+

📝 Content Marketing 📊 Marketing Strategy 🏗️ Owned Media Platforms

Epic Content Marketing 88%

The publishing playbook: stop interrupting, start teaching, and make customers seek you out.

by Joe Pulizzi 2013

3.96

1k+ ratings

📝 Content Marketing 📊 Marketing Strategy 🏗️ Owned Media Platforms

They Ask, You Answer

by Marcus Sheridan • 2019

Publish your price, admit your flaws, answer every question openly. The buyers sell themselves.

4.22

2k+

📝 Content Marketing 🧲 Inbound Marketing 🎓 Customer Education

They Ask, You Answer 88%

Publish your price, admit your flaws, answer every question openly. The buyers sell themselves.

by Marcus Sheridan 2019

4.22

2k+ ratings

📝 Content Marketing 🧲 Inbound Marketing 🎓 Customer Education

The Ultimate Marketing Engine

by John Jantsch • 2021

Five steps to turn customer success into your marketing engine, and stop feeding the ad machine.

4.00

🎯 Marketing Strategy 🏆 Customer Success 🔄 Referral Marketing

The Ultimate Marketing Engine 88%

Five steps to turn customer success into your marketing engine, and stop feeding the ad machine.

by John Jantsch 2021

4.00

60 ratings

🎯 Marketing Strategy 🏆 Customer Success 🔄 Referral Marketing

Optimize

by Lee Odden • 2012

Optimize for Google and for humans simultaneously: the integrated playbook that ends the tug-of-war.

3.78

264

🎯 Content Marketing 📱 Social Media Marketing 🔍 Organic Search

Optimize 88%

Optimize for Google and for humans simultaneously: the integrated playbook that ends the tug-of-war.

by Lee Odden 2012

3.78

264 ratings

🎯 Content Marketing 📱 Social Media Marketing 🔍 Organic Search

The Membership Economy

by Robbie Kellman Baxter • 2015

Why the smartest companies don't sell you a thing anymore: they enroll you in something.

3.73

1k+

🧾 Subscription Economy 🧲 Customer Retention 🚪 Customer Onboarding

The Membership Economy 88%

Why the smartest companies don't sell you a thing anymore: they enroll you in something.

by Robbie Kellman Baxter 2015

3.73

1k+ ratings

🧾 Subscription Economy 🧲 Customer Retention 🚪 Customer Onboarding

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