Customer Journey Mapping as we know it today • Keeping 3M in business! • Difficult to transfer knowledge • Time consuming to create • Difficult to share and administer updates • Consultants are Expensive • One-and-done attitude • Tools are expensive • Static, two dimensional output • Many many hours spent drawing – not on strategy and execution
Touchpoint Dashboard • Create an organized inventory of all company touchpoints & score them to determine impact, cost and ROI • Objectively audit and measure the effectiveness and value of every customer interaction • Identify what’s most important to customers, and what creates or detracts from value & loyalty • See how activities & processes in one area affect the entire organization • Get everyone on the same page • Build a compelling case for change, develop smart improvement plans and prioritize funding Touchpoint Dashboard helps organize, prototype, prioritize, share, m easure, and present the customer experience for better decision making
Why do Customer Journey Mapping?A Journey Map is a powerful visual tool that outlinesthe customer experience with every aspect of yourcompany. It can help you:• Create an all of your touchpoints and score them to determine impact, cost and ROI• Objectively audit and measure the of every customer interaction, and monitor operational consistency• Identify to your customers and business, and understand what creates or detracts from value & drives loyalty• See exactly where and when customers experience who is most impacted and how it affects your bottom line• See how activities & processes in one area affect the entire organization, and• Build a , develop smart improvement plans and prioritize funding
This is a typical Map View typically represent the customer journey, or lifecycle, sta ges typically represent organization al groups or departments is where you can choose yourX, Y and Z axes, colors, filters and more!
Touchpoints and their Attributes are separate moments of engagement with the customer – each one represents an individual interaction, or touch are detailsbehind each touchpoint –simply click on a touchpointand you can enter all thedetails about it here
This is the Report View are simply a spreadsheet- style view of your touchpoints and attributes represent attributes, and can be sorted are all your touchpoints, just as in themap view – you can edit them here too!
Import / Export / Save & Print Functionality touchpoints from your touchpoints as your touchpointsthe report view – they will a .csv file if you prefer to as a .csv file in order toautomatically be added to your create them in Excel first manipulate them in Excelmap Click to save your map as a for printing and sharing!
This is the Charts View to view details behind the chart are fairly simple at the moment, but stay tuned for BIG by selecting any two CHANGES!attributes to compare to one another
Managing your maps Create a brand here!Select to your map to Are youmake changes to your build upon what sure? OK – clickmap’s structure and you have started here!attributes
Sharing your maps maps are stored on the main maps page in their own tab with team members by entering their email addresses; you can make them editors as well as allow them to share the map themselves Shows all users with whom you have shared your map
Editing map propertiesClickto Edit can be added and placed wherever you like are forattributeorganization
Editing fields The comes with a few pre-populated fieldsDouble clickon theof a field toedit itsproperties Attribute Name, Type, Description
Adding a Lifecycle StageChangethehere! Keep the on the short side. The text will display as a tool tipAdd a when you hover over it. byclickingthe link
Editing Field Types short or long no real explanation needed will generate a check box sorry, only US$ for now! is a pick-list. (Multiple choice coming soon!)
Creating checkboxes (Stickers) can indicate Pain Points, Best Practices, Moments of Truth, etc. Choose whatever you like from our neat little library!
Stickers in Action can indicate whateveryou like. In this caseTransferring your contactsfrom your old mobile phone toyour new one is both aMoment of Truth and a BestPractice. Way to go!
Filtering allow you toisolate specifictouchpoints by theirattributes.For example, here wehave filtered out everytouchpoint that isn’t aPain Point.Note how the non-PainPoint touchpoints getstored in the– they haven’tdisappeared!Create multiple filters tobetter understand yourcustomer experience indetail!
All About Templates are used as the starting point for every new map. When creating a template, you can define custom and choice values for your maps.Touchpoint Dashboard software comes withone Default Template calledYou can use this default template as thestarting point for your maps, or you can createyour own templates that are customized toyour needs.