Customer Touchpoint Mapping a very basic overview
Customer experience 1 2 3 4 n A A A A A moment moment moment moment moment in time in time in time in time in time A string of touchpoints. One moment in 3me a5er another.
Anatomy of ‘a moment in time’ • What does a Value customer value at this moment? A moment • What could make in 4me Plus the experience beAer? • What would make Minus the experience worse?
people to deliver more ‘pluses’ • They need to know what is valued. • They need to know what adds to the experience. • They need to know what subtracts from the experience. • They need to think about what they are doing. • Thinking = thoughtful = empathetic service
Discovery in the learning process leads to deeper smarts and the ability to think about a topic from a range of different perspectives – ultimately to react to situations in a thoughtful manner. Thoughtful people deliver results!
Stage 1 : Encoding – sketching out the touchpoints