- "The Experience Map"
- "Cross-Channel Blueprints: A tool for modern IA"
- "Customer Experience Mapping" (exemplo) "& Service Blueprinting"
- "Customer Journey Mapping Resources On The Web"
- "Customer Journey Mapping"
- "Designing a deliberate Customer Experience"
- "Service Design Tools"
- "The Service Blueprints Overview"
- "Mapping out customer experience excellence: 10 steps to customer journey mapping"
- "Service Blueprinting: A Practical Technique for Service Innovation"
- "Services Blueprint - Roadmap for execution"
Para quem não sabe do que falo quando falo de batota "A batota, ainda e sempre a batota"
Predomina o Blueprint (e bem).
ResponderEliminarExperimente procurar também por "Servuction". :)
OK
ResponderEliminarhttp://blogs.hbr.org/cs/2010/11/using_customer_journey_maps_to.html?cm_mmc=email-_-newsletter-_-weekly_hotlist-_-hotlist112210&referral=00202&utm_source=newsletter_weekly_hotlist&utm_medium=email&utm_campaign=hotlist112210
ResponderEliminarhttp://www.mycustomer.com/topic/customer-intelligence/customer-journey-mapping/105167
ResponderEliminarhttp://www.joycehostyn.com/blog/2010/03/22/visualizing-the-customer-experience-using-customer-experience-journey-maps/
ResponderEliminarhttp://www.joycehostyn.com/blog/2012/03/01/every-interaction-isnt-a-moment-of-truth/
ResponderEliminarhttp://www.adaptivepath.com/ideas/the-anatomy-of-an-experience-map
ResponderEliminar