The Agile Culture: Leading through Trust and Ownership (Fahad Batla's Library) by Pollyanna Pixton & Paul Gibson & Niel Nickolaisen
Author:Pollyanna Pixton & Paul Gibson & Niel Nickolaisen
Language: eng
Format: epub, mobi
Publisher: Addison-Wesley Professional
Published: 2014-10-26T16:00:00+00:00
Customer Experience Journey
The train system in America, Amtrak, wanted to grow their market and attract more people to train transportation. One thought was to redesign and modernize their train cars. However, the actual train ride was only a portion of the broad customer experience. So they took a closer look at the customer experience. This involved the desire to take a trip, finding Amtrak, entering the train station, buying a ticket, waiting, boarding, riding, arriving, and continuing.
This journey looks like the diagram presented in Figure 6.4, using data from Peer Insight, LLC.
FIGURE 6.4 Amtrak customer experience journey
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