SlideShare a Scribd company logo
www.mcorpconsulting.com


What touchpoints are, how they are changing,
           p        ,        y         g g,
and why they are more important than ever.


A short story for business executives interested
in improving customer experience.
ii        i       t          i




© 2009 MCorp Consulting, All Rights Reserved       Page 1
www.mcorpconsulting.com




              Introduction
             For
             F most organizations, the value of your business derives
                     t g i ti        th l         f    bi       di
             from the quality and types of relationships you have with
             your customers.
             This presentation, from MCorp Consulting’s own “brand story,”
             talks about the interactions that drive these relationships,
             and how t i
                d h to improve them. So enjoy.
                                  th    S     j
             If you’d like to learn more, just give me a call.
             Michael Hinshaw, Managing Director
             mhinshaw@mcorpconsulting.com
             Direct: 1.415.526.2651
             Follow me: twitter.com/michaelhinshaw
             Visit us online: mcorpconsulting.com

© 2009 MCorp Consulting, All Rights Reserved                                 Page 2
www.mcorpconsulting.com




              There is a territory
              that exists in the
              borderlines between you
              and your customers.
                  y
              It’s a place where
              opportunity lives
                           lives,
              if only you know
              where to look
                        look….




© 2009 MCorp Consulting, All Rights Reserved   Page 3
www.mcorpconsulting.com




              This ever-shifting space is comprised of
              surprisingly complex “touchpoints ”
                                     touchpoints.
              These are the places where your company
              touches – and serves – your customers
                                           customers.
              Whether human, electronic or one-way,
              static (where most marketing efforts such
              as direct mail and advertising fall), these
              Touchpoints d fi th b d li
              T h i t define the borderlines between
                                                   bt
              the customer’s world and yours.



© 2009 MCorp Consulting, All Rights Reserved                Page 4
www.mcorpconsulting.com




              Viewed from a customer’s perspective,
              Touchpoints should be simple, satisfying
                                    simple
              and effective.
              Easy
              E access to – and a warm greeting from –
                            t     d              ti f
              the person they need in your call center;
              a perfectly functioning piece of equipment;
              an intuitive web site; all Touchpoints.




© 2009 MCorp Consulting, All Rights Reserved                Page 5
www.mcorpconsulting.com




              Viewed from your company’s perspective,
              Touchpoints are costly
                              costly.
              They should influence or incent specific
              actions, perceptions or behaviors, and they
                ti            ti      bh i         d th
              can be extremely complex.




© 2009 MCorp Consulting, All Rights Reserved                Page 6
www.mcorpconsulting.com




              Touchpoints are the places where
              processes,
              processes systems and data all intersect.
                                             intersect
              They are often fault lines between different
              company di i i
                        divisions, f ti l and
                                   functional d
              geographic areas.




              They are where customer experience occurs.

© 2009 MCorp Consulting, All Rights Reserved                 Page 7
www.mcorpconsulting.com




              Most touchpoints are not easy to
              understand,
              understand or to manage properly.
                                        properly
              Many companies mismanage them. Few
              know what their customers think about
              k      h t th i    t      thi k b t
              them, and why.




© 2009 MCorp Consulting, All Rights Reserved          Page 8
www.mcorpconsulting.com




                     Little is static when it
                     comes to Touchpoints.
                     Welcome to the new world
                     of customer relationships.

© 2009 MCorp Consulting, All Rights Reserved      Page 9
www.mcorpconsulting.com




              Today, the only constant truly is change.
              Little stays the same.
              Not the competitive marketplace. Not customer
                                   marketplace
              loyalties, perceptions and expectations.
              Not
              N t even your employees’ attitudes and
                               l     ’ ttit d      d
              competencies.




© 2009 MCorp Consulting, All Rights Reserved              Page 10
www.mcorpconsulting.com




              It didn’t used to be like this.
              In the days of mass marketing, there was little
              need to “map” all the points where your
              company t h d your customers.
                        touched         t
              You advertised; they bought.
              Correspondence came by mail; you could
              respond in 6 to 8 weeks and still be prompt
                                                   prompt.




© 2009 MCorp Consulting, All Rights Reserved                    Page 11
www.mcorpconsulting.com




             But that was then.
             Now, you need to understand your customers,
             your brand, and the experiences that drive
             relationships at th transactional level.
               l ti hi      t the t     ti l l l
             Touchpoints are the lens through which you can
             see, measure and understand the shifting
             borderlines between your world, and y
                                  y         ,    your
             customers.




© 2009 MCorp Consulting, All Rights Reserved                  Page 12
www.mcorpconsulting.com




                                               When crossing borders
                                               and exploring new worlds,
                                               shrewd explorers use
                                               a map.




© 2009 MCorp Consulting, All Rights Reserved                               Page 13
www.mcorpconsulting.com




              By mapping the territory between you and your
              customers – and updating it over time – you can
              understand what’s working from their
              pp
              perspective, and know why.
                         ,              y
              You’ll also learn what’s missing.
              See where you can make the
              experience better.
              And usually save money
              at the same time.



© 2009 MCorp Consulting, All Rights Reserved                Page 14
www.mcorpconsulting.com




              This comes from spotting opportunities
              that might otherwise go unnoticed.
                                      unnoticed
              So that your investments in brand, marketing
              and customer experience initiatives will be
                d     t           i     i iti ti    ill b
              more effective, and more efficient at driving
              customers closer to your organization
                                       organization.




© 2009 MCorp Consulting, All Rights Reserved                  Page 15
www.mcorpconsulting.com




   .3 4 5 6 7 8
    3. 4. 5. 6. 7.
              So that each step of your customer’s
              experience journey is planned, and effective.



© 2009 MCorp Consulting, All Rights Reserved                  Page 16
www.mcorpconsulting.com




                        As you can imagine, these borderlines
                        cannot be mapped without exploration.
                                     pp              p
                        You need to examine systems and
                        processes,
                        processes learning not just how they
                        are supposed to work, but how they
                        actually work.




© 2009 MCorp Consulting, All Rights Reserved                    Page 17
www.mcorpconsulting.com




              You actually need to talk with and understand
              the people important to your business: your
              employees, your prospects and your customers.
              You
              Y need to understand what they want,
                     dt     d t d h t th             t
              and what they need. It’s hard to do this from
              behind your desk
                          desk.




© 2009 MCorp Consulting, All Rights Reserved                  Page 18
www.mcorpconsulting.com




                     After all, understanding
                     and staying ahead of,
                     customer expectations
                     isn t
                     isn’t easy.




© 2009 MCorp Consulting, All Rights Reserved    Page 19
www.mcorpconsulting.com




              99 percent of the time, you’ll unearth
              issues that will startle you
                                       you.
              Why? Because customers don’t always
              fit i th “b
                  in the “boxes” you’d like th too.
                               ” ’d lik them t
              They know your competition – often better than
              you do. And now, smarter and more savvy,
              they’re controlling the relationship, and the
                 y              g                p
              flow of information, more than ever.




© 2009 MCorp Consulting, All Rights Reserved                   Page 20
www.mcorpconsulting.com




              In the world of Touchpoints, the most effective
              allow information to flow two (or more) ways
                                                      ways.




              The days of “dumb” Touchpoints that try to
                           dumb
              push customers to act are limited.
              Increasingly,
              Increasingly customers are impatient for
              precisely what they need – right here, right now.

© 2009 MCorp Consulting, All Rights Reserved                    Page 21
www.mcorpconsulting.com




              As brand loyalty continues to erode, staying
              ahead of changing customer expectations
              means that everywhere you touch a
              customer, your Touchpoints need to be
              smarter, faster and better.
              Smarter Touchpoints turn complaints into
              up-sells, reveal customer needs, create new
              revenue streams and power innovation.
                       streams,           innovation




© 2009 MCorp Consulting, All Rights Reserved                 Page 22
www.mcorpconsulting.com




                                               To understand and create
                                               smarter touchpoints, the
                                               best partner is one who
                                               understands the territory.




© 2009 MCorp Consulting, All Rights Reserved                                Page 23
www.mcorpconsulting.com




              Most organizations have specific strategies
              for moving customers closer
                                   closer.
              Acquisition strategies, retention and loyalty
              strategies, cross- and up-sell strategies.
               tti                 d      ll t t i
              But the clear knowledge of which touchpoints
              are most effective at delivering these results
              is often elusive.




© 2009 MCorp Consulting, All Rights Reserved                   Page 24
www.mcorpconsulting.com




              Might your organization benefit from
              understanding, measuring
              understanding measuring, prioritizing and
              improving your touchpoints?
              This is h Touchpoint M i
              Thi i where T h i t Mapping® comes i
                                                 in.
              Our unique and highly specialized services
              help companies like yours improve the myriad
              brand, marketing and customer experience
                    ,        g                   p
              touchpoints that drive profitable relationships.




© 2009 MCorp Consulting, All Rights Reserved                     Page 25
www.mcorpconsulting.com




                              If
                          you think
                    that smarter better
                         smarter,
                  and faster touchpoints
              might be of value then you are
                           value,
         already on track to achieve better results.

© 2009 MCorp Consulting, All Rights Reserved           Page 26
www.mcorpconsulting.com




              Most of the organizations which seek us out
              already understand that they need to better
              influence and control their Touchpoints.
              They know th are problems; they just don’t
              Th k      there        bl      th j t d ’t
              yet know precisely where they are.
              So we find them, and fix them.
              Together.
              Together




© 2009 MCorp Consulting, All Rights Reserved                Page 27
www.mcorpconsulting.com




              A few words about MCorp Consulting:
              The inventors of Touchpoint Mapping                     ®

              and pioneers in the art and science of
              customer experience improvement.
              Issues we address:               Services we offer:
              + Brand Development              + Research
              + Customer Experience            + Strategic Planning
              + Marketing Effectiveness        + Experience Design
              + Loyalty and Retention          + Workshops
              + Performance Measurement        + Audits

© 2009 MCorp Consulting, All Rights Reserved                              Page 28
www.mcorpconsulting.com




              We map the touchpoints between you and
              your customers, and make them better
                   customers                better.




                                              Your       Your
                                           Customers   Company




© 2009 MCorp Consulting, All Rights Reserved                     Page 29
www.mcorpconsulting.com




              After all, how do you improve something
              you cannot (or do not) measure?
              Simple. You can’t.
              This is where MCorp Consulting and our
               Customer Experience Mapping suite
               comes in.
              A proven way for organizations to
               measure, understand and improve
               customer experience
                         experience.


© 2009 MCorp Consulting, All Rights Reserved            Page 30
www.mcorpconsulting.com




              We’ve invented a series of proprietary
              tools to improve customer experience
                                         experience.
              An analytical, research
               based approach;                               Touchpoint
                                                              Mapping®
              Accurate, powerful,
               quantifiable,
               and actionable;                              Customer
                                                           Experience
                                                           E    i
              We help understand                           Mapping

               your customers,
                    customers                   Brand
                                               MappingSM
               and improve their
                                                                           Loyalty
                                                                          Mapping ®

               experiences.
                 p
© 2009 MCorp Consulting, All Rights Reserved                                     Page 31
www.mcorpconsulting.com




              MCorp time we’ve the Experience Mapping Model
              Over Consulting and tested, proven and improved
              our processes working with major brands
                                               brands.
               Customer Experience Mapping™

               The Customer Relationship Lifecycle

              B
               Brand Mapping™
                   dM i
               Loyalty Mapping®




© 2009 MCorp Consulting, All Rights Reserved                    Page 32
www.mcorpconsulting.com




              We’ve also help dozens of mid-market, fast
              growth and other industry-leading companies
                               industry leading companies.
              Doing big jobs for big companies,
               we’ve learned what works, and why.
              Our systematized approach delivers big
               results more cost effectively than others.
              Proven in multiple environments from
                                  environments,
               regional banks to a $5B division of a
               Six Sigma-driven multinational
                   Sigma driven multinational.


© 2009 MCorp Consulting, All Rights Reserved                 Page 33
www.mcorpconsulting.com




             In most industries, few organizations
             are prepared to deliver, much less
                             deliver
             compete on, a consistently branded
             customer experience
                       experience.
             What if yours could be one of them?
                     y
             MCorp Consulting can help.




© 2009 MCorp Consulting, All Rights Reserved         Page 34
www.mcorpconsulting.com




             Want more?
             Michael Hi h Managing Director
             Mi h l Hinshaw, M      i Di
             mhinshaw@mcorpconsulting.com
             Direct: 1-415-526-2651


              MCorp Consulting, Inc.
              1-866-526-2655
              www.mcorpconsulting.com




             Follow me: twitter.com/michaelhinshaw
             Visit us online: mcorpconsulting.com


© 2009 MCorp Consulting, All Rights Reserved         Page 35

More Related Content

What's hot

How Brands Grow : A summary of Byron Sharp's book on what marketers don't know
How Brands Grow : A summary of Byron Sharp's book on what marketers don't knowHow Brands Grow : A summary of Byron Sharp's book on what marketers don't know
How Brands Grow : A summary of Byron Sharp's book on what marketers don't know
Amie Weller
 
Customer Equity
Customer EquityCustomer Equity
Customer Equity
Yodhia Antariksa
 
Customer experience overview
Customer experience overview Customer experience overview
Customer experience overview
Nancy Yaklich, MBA, Green Belt, CSPO
 
Customer Journey Mapping PowerPoint Presentation Slides
Customer Journey Mapping PowerPoint Presentation SlidesCustomer Journey Mapping PowerPoint Presentation Slides
Customer Journey Mapping PowerPoint Presentation Slides
SlideTeam
 
Best Practices in Brand Portfolio Strategy
Best Practices in Brand Portfolio StrategyBest Practices in Brand Portfolio Strategy
Best Practices in Brand Portfolio Strategy
FullSurge
 
Brand Masterclass Week Five - Developing Brand Strategy (l)
Brand Masterclass Week Five - Developing Brand Strategy (l)Brand Masterclass Week Five - Developing Brand Strategy (l)
Brand Masterclass Week Five - Developing Brand Strategy (l)
Idris Mootee
 
Customer Experience: Fundamentals
Customer Experience: FundamentalsCustomer Experience: Fundamentals
Customer Experience: Fundamentals
Maryam Naeli
 
Customer journey mapping - Peter
Customer journey mapping - PeterCustomer journey mapping - Peter
Customer journey mapping - Peter
Alan Rae
 
Customer Journey Maps and Buyer Personas
Customer Journey Maps and Buyer PersonasCustomer Journey Maps and Buyer Personas
Customer Journey Maps and Buyer Personas
Ambachtelijke Marketing
 
How to Run a Brand Strategy Workshop
How to Run a Brand Strategy WorkshopHow to Run a Brand Strategy Workshop
How to Run a Brand Strategy Workshop
Jessica Bogart
 
Loyalty Programme Marketing
Loyalty Programme MarketingLoyalty Programme Marketing
Loyalty Programme Marketing
Huw Hopkin
 
How to make decisions on advertising that drives brand link
How to make decisions on advertising that drives brand linkHow to make decisions on advertising that drives brand link
How to make decisions on advertising that drives brand link
Beloved Brands Inc.
 
Basics Of Brand Strategy
Basics Of Brand StrategyBasics Of Brand Strategy
Basics Of Brand Strategy
Sakshi Singh
 
How brands grow quick reference guide
How brands grow quick reference guide   How brands grow quick reference guide
How brands grow quick reference guide
Shane Skillen
 
Marketing - Brand Positioning
 Marketing - Brand Positioning  Marketing - Brand Positioning
Marketing - Brand Positioning
Abhishek Salunke
 
BUILDING YOUR CX STRATEGY: SEVEN DIMENSIONS FOR SUCCESS
BUILDING YOUR CX STRATEGY: SEVEN DIMENSIONS FOR SUCCESSBUILDING YOUR CX STRATEGY: SEVEN DIMENSIONS FOR SUCCESS
BUILDING YOUR CX STRATEGY: SEVEN DIMENSIONS FOR SUCCESS
Corey Miller
 
My 7-Step Guide to Build a Customer Journey Map in 1 Week (Lessons Learned)
My 7-Step Guide to Build a Customer Journey Map in 1 Week (Lessons Learned)My 7-Step Guide to Build a Customer Journey Map in 1 Week (Lessons Learned)
My 7-Step Guide to Build a Customer Journey Map in 1 Week (Lessons Learned)
Nasti Šušnjara
 
Consumer Centricity
Consumer CentricityConsumer Centricity
Consumer Centricity
Beloved Brands Inc.
 
Define your B2B Brand Positioning
Define your B2B Brand PositioningDefine your B2B Brand Positioning
Define your B2B Brand Positioning
Beloved Brands Inc.
 
What's Next: Customer Experience & Brand Growth
What's Next: Customer Experience & Brand GrowthWhat's Next: Customer Experience & Brand Growth
What's Next: Customer Experience & Brand Growth
Ogilvy Consulting
 

What's hot (20)

How Brands Grow : A summary of Byron Sharp's book on what marketers don't know
How Brands Grow : A summary of Byron Sharp's book on what marketers don't knowHow Brands Grow : A summary of Byron Sharp's book on what marketers don't know
How Brands Grow : A summary of Byron Sharp's book on what marketers don't know
 
Customer Equity
Customer EquityCustomer Equity
Customer Equity
 
Customer experience overview
Customer experience overview Customer experience overview
Customer experience overview
 
Customer Journey Mapping PowerPoint Presentation Slides
Customer Journey Mapping PowerPoint Presentation SlidesCustomer Journey Mapping PowerPoint Presentation Slides
Customer Journey Mapping PowerPoint Presentation Slides
 
Best Practices in Brand Portfolio Strategy
Best Practices in Brand Portfolio StrategyBest Practices in Brand Portfolio Strategy
Best Practices in Brand Portfolio Strategy
 
Brand Masterclass Week Five - Developing Brand Strategy (l)
Brand Masterclass Week Five - Developing Brand Strategy (l)Brand Masterclass Week Five - Developing Brand Strategy (l)
Brand Masterclass Week Five - Developing Brand Strategy (l)
 
Customer Experience: Fundamentals
Customer Experience: FundamentalsCustomer Experience: Fundamentals
Customer Experience: Fundamentals
 
Customer journey mapping - Peter
Customer journey mapping - PeterCustomer journey mapping - Peter
Customer journey mapping - Peter
 
Customer Journey Maps and Buyer Personas
Customer Journey Maps and Buyer PersonasCustomer Journey Maps and Buyer Personas
Customer Journey Maps and Buyer Personas
 
How to Run a Brand Strategy Workshop
How to Run a Brand Strategy WorkshopHow to Run a Brand Strategy Workshop
How to Run a Brand Strategy Workshop
 
Loyalty Programme Marketing
Loyalty Programme MarketingLoyalty Programme Marketing
Loyalty Programme Marketing
 
How to make decisions on advertising that drives brand link
How to make decisions on advertising that drives brand linkHow to make decisions on advertising that drives brand link
How to make decisions on advertising that drives brand link
 
Basics Of Brand Strategy
Basics Of Brand StrategyBasics Of Brand Strategy
Basics Of Brand Strategy
 
How brands grow quick reference guide
How brands grow quick reference guide   How brands grow quick reference guide
How brands grow quick reference guide
 
Marketing - Brand Positioning
 Marketing - Brand Positioning  Marketing - Brand Positioning
Marketing - Brand Positioning
 
BUILDING YOUR CX STRATEGY: SEVEN DIMENSIONS FOR SUCCESS
BUILDING YOUR CX STRATEGY: SEVEN DIMENSIONS FOR SUCCESSBUILDING YOUR CX STRATEGY: SEVEN DIMENSIONS FOR SUCCESS
BUILDING YOUR CX STRATEGY: SEVEN DIMENSIONS FOR SUCCESS
 
My 7-Step Guide to Build a Customer Journey Map in 1 Week (Lessons Learned)
My 7-Step Guide to Build a Customer Journey Map in 1 Week (Lessons Learned)My 7-Step Guide to Build a Customer Journey Map in 1 Week (Lessons Learned)
My 7-Step Guide to Build a Customer Journey Map in 1 Week (Lessons Learned)
 
Consumer Centricity
Consumer CentricityConsumer Centricity
Consumer Centricity
 
Define your B2B Brand Positioning
Define your B2B Brand PositioningDefine your B2B Brand Positioning
Define your B2B Brand Positioning
 
What's Next: Customer Experience & Brand Growth
What's Next: Customer Experience & Brand GrowthWhat's Next: Customer Experience & Brand Growth
What's Next: Customer Experience & Brand Growth
 

Similar to Touchpoints: a Customer Experience Story | MCorp Consulting

CustomerThink Webinar: Disruptive Technologies vs. Customer Experience | MC...
CustomerThink Webinar: Disruptive Technologies vs. Customer Experience  |  MC...CustomerThink Webinar: Disruptive Technologies vs. Customer Experience  |  MC...
CustomerThink Webinar: Disruptive Technologies vs. Customer Experience | MC...
Michael Hinshaw, CEO McorpCX
 
CrmYug
CrmYugCrmYug
One Customer, One Experience, One Enterprise
One Customer, One Experience, One EnterpriseOne Customer, One Experience, One Enterprise
One Customer, One Experience, One Enterprise
Nicholas Kontopoulos
 
Marketing CoPilot - Find Customers Keep Customers
Marketing CoPilot - Find Customers Keep CustomersMarketing CoPilot - Find Customers Keep Customers
Marketing CoPilot - Find Customers Keep Customers
Marketing CoPilot - Marie Wiese
 
Online Dialogue - Content is your conversation - Measure & Improve
Online Dialogue - Content is your conversation - Measure & ImproveOnline Dialogue - Content is your conversation - Measure & Improve
Online Dialogue - Content is your conversation - Measure & Improve
Ton Wesseling
 
Customer Feedback
Customer FeedbackCustomer Feedback
Customer Feedback
Rachel Howes
 
Momentum Communications Profile
Momentum Communications ProfileMomentum Communications Profile
Momentum Communications Profile
Bassem Sabry
 
Traditional PFM Is Dead. Welcome to the New World of Digital Money Management
Traditional PFM Is Dead. Welcome to the New World of Digital Money ManagementTraditional PFM Is Dead. Welcome to the New World of Digital Money Management
Traditional PFM Is Dead. Welcome to the New World of Digital Money Management
MX
 
ELCR juni 2012
ELCR juni 2012ELCR juni 2012
ELCR juni 2012
TietoNL
 
Selling e-marketing to the board
Selling e-marketing to the boardSelling e-marketing to the board
Selling e-marketing to the board
Gerd Tarand
 
Kmg phila presentation 11 nov09
Kmg phila presentation 11 nov09Kmg phila presentation 11 nov09
Kmg phila presentation 11 nov09
Iknow LLC
 
Beyond Branding - How Wealth Managers Can Thrive In The "New Normal"
Beyond Branding - How Wealth Managers Can Thrive In The "New Normal"Beyond Branding - How Wealth Managers Can Thrive In The "New Normal"
Beyond Branding - How Wealth Managers Can Thrive In The "New Normal"
Ago Cluytens
 
A Path To Brand Reintegration
A Path To Brand ReintegrationA Path To Brand Reintegration
A Path To Brand Reintegration
Goodbuzz Inc.
 
Make Your Company More Customer Centric
Make Your Company More Customer CentricMake Your Company More Customer Centric
Make Your Company More Customer Centric
Pomegranate Media
 
Unifying the Customer Experience
Unifying the Customer ExperienceUnifying the Customer Experience
Unifying the Customer Experience
Chris Spears, Marketing Technologist
 
Be a part of mortgage and finance industry
Be a part of mortgage and finance industry Be a part of mortgage and finance industry
Be a part of mortgage and finance industry
Daniel Paci
 
Engagement Mapping Overview
Engagement Mapping OverviewEngagement Mapping Overview
Engagement Mapping Overview
aharrispointrollin
 
2010 10 Treasury Fundamentals Sov
2010 10 Treasury Fundamentals Sov2010 10 Treasury Fundamentals Sov
2010 10 Treasury Fundamentals Sov
LaurelEK
 
2016-1.2 O papel do CMO de hoje
2016-1.2 O papel do CMO de hoje2016-1.2 O papel do CMO de hoje
2016-1.2 O papel do CMO de hoje
Marcio Nunes
 
8 Customer Experience Megatre
8 Customer Experience Megatre8 Customer Experience Megatre
8 Customer Experience Megatre
Temkin Group
 

Similar to Touchpoints: a Customer Experience Story | MCorp Consulting (20)

CustomerThink Webinar: Disruptive Technologies vs. Customer Experience | MC...
CustomerThink Webinar: Disruptive Technologies vs. Customer Experience  |  MC...CustomerThink Webinar: Disruptive Technologies vs. Customer Experience  |  MC...
CustomerThink Webinar: Disruptive Technologies vs. Customer Experience | MC...
 
CrmYug
CrmYugCrmYug
CrmYug
 
One Customer, One Experience, One Enterprise
One Customer, One Experience, One EnterpriseOne Customer, One Experience, One Enterprise
One Customer, One Experience, One Enterprise
 
Marketing CoPilot - Find Customers Keep Customers
Marketing CoPilot - Find Customers Keep CustomersMarketing CoPilot - Find Customers Keep Customers
Marketing CoPilot - Find Customers Keep Customers
 
Online Dialogue - Content is your conversation - Measure & Improve
Online Dialogue - Content is your conversation - Measure & ImproveOnline Dialogue - Content is your conversation - Measure & Improve
Online Dialogue - Content is your conversation - Measure & Improve
 
Customer Feedback
Customer FeedbackCustomer Feedback
Customer Feedback
 
Momentum Communications Profile
Momentum Communications ProfileMomentum Communications Profile
Momentum Communications Profile
 
Traditional PFM Is Dead. Welcome to the New World of Digital Money Management
Traditional PFM Is Dead. Welcome to the New World of Digital Money ManagementTraditional PFM Is Dead. Welcome to the New World of Digital Money Management
Traditional PFM Is Dead. Welcome to the New World of Digital Money Management
 
ELCR juni 2012
ELCR juni 2012ELCR juni 2012
ELCR juni 2012
 
Selling e-marketing to the board
Selling e-marketing to the boardSelling e-marketing to the board
Selling e-marketing to the board
 
Kmg phila presentation 11 nov09
Kmg phila presentation 11 nov09Kmg phila presentation 11 nov09
Kmg phila presentation 11 nov09
 
Beyond Branding - How Wealth Managers Can Thrive In The "New Normal"
Beyond Branding - How Wealth Managers Can Thrive In The "New Normal"Beyond Branding - How Wealth Managers Can Thrive In The "New Normal"
Beyond Branding - How Wealth Managers Can Thrive In The "New Normal"
 
A Path To Brand Reintegration
A Path To Brand ReintegrationA Path To Brand Reintegration
A Path To Brand Reintegration
 
Make Your Company More Customer Centric
Make Your Company More Customer CentricMake Your Company More Customer Centric
Make Your Company More Customer Centric
 
Unifying the Customer Experience
Unifying the Customer ExperienceUnifying the Customer Experience
Unifying the Customer Experience
 
Be a part of mortgage and finance industry
Be a part of mortgage and finance industry Be a part of mortgage and finance industry
Be a part of mortgage and finance industry
 
Engagement Mapping Overview
Engagement Mapping OverviewEngagement Mapping Overview
Engagement Mapping Overview
 
2010 10 Treasury Fundamentals Sov
2010 10 Treasury Fundamentals Sov2010 10 Treasury Fundamentals Sov
2010 10 Treasury Fundamentals Sov
 
2016-1.2 O papel do CMO de hoje
2016-1.2 O papel do CMO de hoje2016-1.2 O papel do CMO de hoje
2016-1.2 O papel do CMO de hoje
 
8 Customer Experience Megatre
8 Customer Experience Megatre8 Customer Experience Megatre
8 Customer Experience Megatre
 

More from Michael Hinshaw, CEO McorpCX

Webinar: Employee Experience and the (Digital) Future of Work
Webinar: Employee Experience and the (Digital) Future of WorkWebinar: Employee Experience and the (Digital) Future of Work
Webinar: Employee Experience and the (Digital) Future of Work
Michael Hinshaw, CEO McorpCX
 
The Impact of Emotion on the Customer Journey (And How to Make Customers Smil...
The Impact of Emotion on the Customer Journey (And How to Make Customers Smil...The Impact of Emotion on the Customer Journey (And How to Make Customers Smil...
The Impact of Emotion on the Customer Journey (And How to Make Customers Smil...
Michael Hinshaw, CEO McorpCX
 
How to Measure-and-Prove-the ROI of Customer Experience (CX)
How to Measure-and-Prove-the ROI of Customer Experience (CX)How to Measure-and-Prove-the ROI of Customer Experience (CX)
How to Measure-and-Prove-the ROI of Customer Experience (CX)
Michael Hinshaw, CEO McorpCX
 
MCorpCX Webinar Nov 2019 | Boost Ypur CX ROI with CX Tech in 2020
MCorpCX Webinar Nov 2019 | Boost Ypur CX ROI with CX Tech in 2020MCorpCX Webinar Nov 2019 | Boost Ypur CX ROI with CX Tech in 2020
MCorpCX Webinar Nov 2019 | Boost Ypur CX ROI with CX Tech in 2020
Michael Hinshaw, CEO McorpCX
 
MCorpCX Webinar Sept 2019 | From Journey Maps to Real Experiences
MCorpCX Webinar Sept 2019 | From Journey Maps to Real ExperiencesMCorpCX Webinar Sept 2019 | From Journey Maps to Real Experiences
MCorpCX Webinar Sept 2019 | From Journey Maps to Real Experiences
Michael Hinshaw, CEO McorpCX
 
Proving ROI on Customer Experience | McorpCX
Proving ROI on Customer Experience | McorpCXProving ROI on Customer Experience | McorpCX
Proving ROI on Customer Experience | McorpCX
Michael Hinshaw, CEO McorpCX
 
Understanding Touchpoints and Your Customer Relationship Lifecycle | McorpCX
Understanding Touchpoints and Your Customer Relationship Lifecycle | McorpCXUnderstanding Touchpoints and Your Customer Relationship Lifecycle | McorpCX
Understanding Touchpoints and Your Customer Relationship Lifecycle | McorpCX
Michael Hinshaw, CEO McorpCX
 
Act SMART: A Five-Step System to Better Anticipate, Meet, and Exceed the Expe...
Act SMART: A Five-Step System to Better Anticipate, Meet, and Exceed the Expe...Act SMART: A Five-Step System to Better Anticipate, Meet, and Exceed the Expe...
Act SMART: A Five-Step System to Better Anticipate, Meet, and Exceed the Expe...
Michael Hinshaw, CEO McorpCX
 
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp ConsultingCustomer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Michael Hinshaw, CEO McorpCX
 
Smart Customers, Stupid Companies: The New World of Customer Experience | MCo...
Smart Customers, Stupid Companies: The New World of Customer Experience | MCo...Smart Customers, Stupid Companies: The New World of Customer Experience | MCo...
Smart Customers, Stupid Companies: The New World of Customer Experience | MCo...
Michael Hinshaw, CEO McorpCX
 

More from Michael Hinshaw, CEO McorpCX (10)

Webinar: Employee Experience and the (Digital) Future of Work
Webinar: Employee Experience and the (Digital) Future of WorkWebinar: Employee Experience and the (Digital) Future of Work
Webinar: Employee Experience and the (Digital) Future of Work
 
The Impact of Emotion on the Customer Journey (And How to Make Customers Smil...
The Impact of Emotion on the Customer Journey (And How to Make Customers Smil...The Impact of Emotion on the Customer Journey (And How to Make Customers Smil...
The Impact of Emotion on the Customer Journey (And How to Make Customers Smil...
 
How to Measure-and-Prove-the ROI of Customer Experience (CX)
How to Measure-and-Prove-the ROI of Customer Experience (CX)How to Measure-and-Prove-the ROI of Customer Experience (CX)
How to Measure-and-Prove-the ROI of Customer Experience (CX)
 
MCorpCX Webinar Nov 2019 | Boost Ypur CX ROI with CX Tech in 2020
MCorpCX Webinar Nov 2019 | Boost Ypur CX ROI with CX Tech in 2020MCorpCX Webinar Nov 2019 | Boost Ypur CX ROI with CX Tech in 2020
MCorpCX Webinar Nov 2019 | Boost Ypur CX ROI with CX Tech in 2020
 
MCorpCX Webinar Sept 2019 | From Journey Maps to Real Experiences
MCorpCX Webinar Sept 2019 | From Journey Maps to Real ExperiencesMCorpCX Webinar Sept 2019 | From Journey Maps to Real Experiences
MCorpCX Webinar Sept 2019 | From Journey Maps to Real Experiences
 
Proving ROI on Customer Experience | McorpCX
Proving ROI on Customer Experience | McorpCXProving ROI on Customer Experience | McorpCX
Proving ROI on Customer Experience | McorpCX
 
Understanding Touchpoints and Your Customer Relationship Lifecycle | McorpCX
Understanding Touchpoints and Your Customer Relationship Lifecycle | McorpCXUnderstanding Touchpoints and Your Customer Relationship Lifecycle | McorpCX
Understanding Touchpoints and Your Customer Relationship Lifecycle | McorpCX
 
Act SMART: A Five-Step System to Better Anticipate, Meet, and Exceed the Expe...
Act SMART: A Five-Step System to Better Anticipate, Meet, and Exceed the Expe...Act SMART: A Five-Step System to Better Anticipate, Meet, and Exceed the Expe...
Act SMART: A Five-Step System to Better Anticipate, Meet, and Exceed the Expe...
 
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp ConsultingCustomer Experience Summit: Innovation in the Digital Age | MCorp Consulting
Customer Experience Summit: Innovation in the Digital Age | MCorp Consulting
 
Smart Customers, Stupid Companies: The New World of Customer Experience | MCo...
Smart Customers, Stupid Companies: The New World of Customer Experience | MCo...Smart Customers, Stupid Companies: The New World of Customer Experience | MCo...
Smart Customers, Stupid Companies: The New World of Customer Experience | MCo...
 

Recently uploaded

The APCO Geopolitical Radar - Q3 2024 The Global Operating Environment for Bu...
The APCO Geopolitical Radar - Q3 2024 The Global Operating Environment for Bu...The APCO Geopolitical Radar - Q3 2024 The Global Operating Environment for Bu...
The APCO Geopolitical Radar - Q3 2024 The Global Operating Environment for Bu...
APCO
 
Innovation Management Frameworks: Your Guide to Creativity & Innovation
Innovation Management Frameworks: Your Guide to Creativity & InnovationInnovation Management Frameworks: Your Guide to Creativity & Innovation
Innovation Management Frameworks: Your Guide to Creativity & Innovation
Operational Excellence Consulting
 
The Steadfast and Reliable Bull: Taurus Zodiac Sign
The Steadfast and Reliable Bull: Taurus Zodiac SignThe Steadfast and Reliable Bull: Taurus Zodiac Sign
The Steadfast and Reliable Bull: Taurus Zodiac Sign
my Pandit
 
Chapter 7 Final business management sciences .ppt
Chapter 7 Final business management sciences .pptChapter 7 Final business management sciences .ppt
Chapter 7 Final business management sciences .ppt
ssuser567e2d
 
Unveiling the Dynamic Personalities, Key Dates, and Horoscope Insights: Gemin...
Unveiling the Dynamic Personalities, Key Dates, and Horoscope Insights: Gemin...Unveiling the Dynamic Personalities, Key Dates, and Horoscope Insights: Gemin...
Unveiling the Dynamic Personalities, Key Dates, and Horoscope Insights: Gemin...
my Pandit
 
Digital Marketing with a Focus on Sustainability
Digital Marketing with a Focus on SustainabilityDigital Marketing with a Focus on Sustainability
Digital Marketing with a Focus on Sustainability
sssourabhsharma
 
2024-6-01-IMPACTSilver-Corp-Presentation.pdf
2024-6-01-IMPACTSilver-Corp-Presentation.pdf2024-6-01-IMPACTSilver-Corp-Presentation.pdf
2024-6-01-IMPACTSilver-Corp-Presentation.pdf
hartfordclub1
 
Dpboss Matka Guessing Satta Matta Matka Kalyan panel Chart Indian Matka Dpbos...
Dpboss Matka Guessing Satta Matta Matka Kalyan panel Chart Indian Matka Dpbos...Dpboss Matka Guessing Satta Matta Matka Kalyan panel Chart Indian Matka Dpbos...
Dpboss Matka Guessing Satta Matta Matka Kalyan panel Chart Indian Matka Dpbos...
➒➌➎➏➑➐➋➑➐➐Dpboss Matka Guessing Satta Matka Kalyan Chart Indian Matka
 
list of states and organizations .pdf
list of  states  and  organizations .pdflist of  states  and  organizations .pdf
list of states and organizations .pdf
Rbc Rbcua
 
Income Tax exemption for Start up : Section 80 IAC
Income Tax  exemption for Start up : Section 80 IACIncome Tax  exemption for Start up : Section 80 IAC
Income Tax exemption for Start up : Section 80 IAC
CA Dr. Prithvi Ranjan Parhi
 
How MJ Global Leads the Packaging Industry.pdf
How MJ Global Leads the Packaging Industry.pdfHow MJ Global Leads the Packaging Industry.pdf
How MJ Global Leads the Packaging Industry.pdf
MJ Global
 
一比一原版新西兰奥塔哥大学毕业证(otago毕业证)如何办理
一比一原版新西兰奥塔哥大学毕业证(otago毕业证)如何办理一比一原版新西兰奥塔哥大学毕业证(otago毕业证)如何办理
一比一原版新西兰奥塔哥大学毕业证(otago毕业证)如何办理
taqyea
 
Dpboss Matka Guessing Satta Matta Matka Kalyan Chart Indian Matka
Dpboss Matka Guessing Satta Matta Matka Kalyan Chart Indian MatkaDpboss Matka Guessing Satta Matta Matka Kalyan Chart Indian Matka
Dpboss Matka Guessing Satta Matta Matka Kalyan Chart Indian Matka
➒➌➎➏➑➐➋➑➐➐Dpboss Matka Guessing Satta Matka Kalyan Chart Indian Matka
 
NIMA2024 | De toegevoegde waarde van DEI en ESG in campagnes | Nathalie Lam |...
NIMA2024 | De toegevoegde waarde van DEI en ESG in campagnes | Nathalie Lam |...NIMA2024 | De toegevoegde waarde van DEI en ESG in campagnes | Nathalie Lam |...
NIMA2024 | De toegevoegde waarde van DEI en ESG in campagnes | Nathalie Lam |...
BBPMedia1
 
Best practices for project execution and delivery
Best practices for project execution and deliveryBest practices for project execution and delivery
Best practices for project execution and delivery
CLIVE MINCHIN
 
3 Simple Steps To Buy Verified Payoneer Account In 2024
3 Simple Steps To Buy Verified Payoneer Account In 20243 Simple Steps To Buy Verified Payoneer Account In 2024
3 Simple Steps To Buy Verified Payoneer Account In 2024
SEOSMMEARTH
 
Top 10 Free Accounting and Bookkeeping Apps for Small Businesses
Top 10 Free Accounting and Bookkeeping Apps for Small BusinessesTop 10 Free Accounting and Bookkeeping Apps for Small Businesses
Top 10 Free Accounting and Bookkeeping Apps for Small Businesses
YourLegal Accounting
 
Pitch Deck Teardown: Kinnect's $250k Angel deck
Pitch Deck Teardown: Kinnect's $250k Angel deckPitch Deck Teardown: Kinnect's $250k Angel deck
Pitch Deck Teardown: Kinnect's $250k Angel deck
HajeJanKamps
 
The Heart of Leadership_ How Emotional Intelligence Drives Business Success B...
The Heart of Leadership_ How Emotional Intelligence Drives Business Success B...The Heart of Leadership_ How Emotional Intelligence Drives Business Success B...
The Heart of Leadership_ How Emotional Intelligence Drives Business Success B...
Stephen Cashman
 
Profiles of Iconic Fashion Personalities.pdf
Profiles of Iconic Fashion Personalities.pdfProfiles of Iconic Fashion Personalities.pdf
Profiles of Iconic Fashion Personalities.pdf
TTop Threads
 

Recently uploaded (20)

The APCO Geopolitical Radar - Q3 2024 The Global Operating Environment for Bu...
The APCO Geopolitical Radar - Q3 2024 The Global Operating Environment for Bu...The APCO Geopolitical Radar - Q3 2024 The Global Operating Environment for Bu...
The APCO Geopolitical Radar - Q3 2024 The Global Operating Environment for Bu...
 
Innovation Management Frameworks: Your Guide to Creativity & Innovation
Innovation Management Frameworks: Your Guide to Creativity & InnovationInnovation Management Frameworks: Your Guide to Creativity & Innovation
Innovation Management Frameworks: Your Guide to Creativity & Innovation
 
The Steadfast and Reliable Bull: Taurus Zodiac Sign
The Steadfast and Reliable Bull: Taurus Zodiac SignThe Steadfast and Reliable Bull: Taurus Zodiac Sign
The Steadfast and Reliable Bull: Taurus Zodiac Sign
 
Chapter 7 Final business management sciences .ppt
Chapter 7 Final business management sciences .pptChapter 7 Final business management sciences .ppt
Chapter 7 Final business management sciences .ppt
 
Unveiling the Dynamic Personalities, Key Dates, and Horoscope Insights: Gemin...
Unveiling the Dynamic Personalities, Key Dates, and Horoscope Insights: Gemin...Unveiling the Dynamic Personalities, Key Dates, and Horoscope Insights: Gemin...
Unveiling the Dynamic Personalities, Key Dates, and Horoscope Insights: Gemin...
 
Digital Marketing with a Focus on Sustainability
Digital Marketing with a Focus on SustainabilityDigital Marketing with a Focus on Sustainability
Digital Marketing with a Focus on Sustainability
 
2024-6-01-IMPACTSilver-Corp-Presentation.pdf
2024-6-01-IMPACTSilver-Corp-Presentation.pdf2024-6-01-IMPACTSilver-Corp-Presentation.pdf
2024-6-01-IMPACTSilver-Corp-Presentation.pdf
 
Dpboss Matka Guessing Satta Matta Matka Kalyan panel Chart Indian Matka Dpbos...
Dpboss Matka Guessing Satta Matta Matka Kalyan panel Chart Indian Matka Dpbos...Dpboss Matka Guessing Satta Matta Matka Kalyan panel Chart Indian Matka Dpbos...
Dpboss Matka Guessing Satta Matta Matka Kalyan panel Chart Indian Matka Dpbos...
 
list of states and organizations .pdf
list of  states  and  organizations .pdflist of  states  and  organizations .pdf
list of states and organizations .pdf
 
Income Tax exemption for Start up : Section 80 IAC
Income Tax  exemption for Start up : Section 80 IACIncome Tax  exemption for Start up : Section 80 IAC
Income Tax exemption for Start up : Section 80 IAC
 
How MJ Global Leads the Packaging Industry.pdf
How MJ Global Leads the Packaging Industry.pdfHow MJ Global Leads the Packaging Industry.pdf
How MJ Global Leads the Packaging Industry.pdf
 
一比一原版新西兰奥塔哥大学毕业证(otago毕业证)如何办理
一比一原版新西兰奥塔哥大学毕业证(otago毕业证)如何办理一比一原版新西兰奥塔哥大学毕业证(otago毕业证)如何办理
一比一原版新西兰奥塔哥大学毕业证(otago毕业证)如何办理
 
Dpboss Matka Guessing Satta Matta Matka Kalyan Chart Indian Matka
Dpboss Matka Guessing Satta Matta Matka Kalyan Chart Indian MatkaDpboss Matka Guessing Satta Matta Matka Kalyan Chart Indian Matka
Dpboss Matka Guessing Satta Matta Matka Kalyan Chart Indian Matka
 
NIMA2024 | De toegevoegde waarde van DEI en ESG in campagnes | Nathalie Lam |...
NIMA2024 | De toegevoegde waarde van DEI en ESG in campagnes | Nathalie Lam |...NIMA2024 | De toegevoegde waarde van DEI en ESG in campagnes | Nathalie Lam |...
NIMA2024 | De toegevoegde waarde van DEI en ESG in campagnes | Nathalie Lam |...
 
Best practices for project execution and delivery
Best practices for project execution and deliveryBest practices for project execution and delivery
Best practices for project execution and delivery
 
3 Simple Steps To Buy Verified Payoneer Account In 2024
3 Simple Steps To Buy Verified Payoneer Account In 20243 Simple Steps To Buy Verified Payoneer Account In 2024
3 Simple Steps To Buy Verified Payoneer Account In 2024
 
Top 10 Free Accounting and Bookkeeping Apps for Small Businesses
Top 10 Free Accounting and Bookkeeping Apps for Small BusinessesTop 10 Free Accounting and Bookkeeping Apps for Small Businesses
Top 10 Free Accounting and Bookkeeping Apps for Small Businesses
 
Pitch Deck Teardown: Kinnect's $250k Angel deck
Pitch Deck Teardown: Kinnect's $250k Angel deckPitch Deck Teardown: Kinnect's $250k Angel deck
Pitch Deck Teardown: Kinnect's $250k Angel deck
 
The Heart of Leadership_ How Emotional Intelligence Drives Business Success B...
The Heart of Leadership_ How Emotional Intelligence Drives Business Success B...The Heart of Leadership_ How Emotional Intelligence Drives Business Success B...
The Heart of Leadership_ How Emotional Intelligence Drives Business Success B...
 
Profiles of Iconic Fashion Personalities.pdf
Profiles of Iconic Fashion Personalities.pdfProfiles of Iconic Fashion Personalities.pdf
Profiles of Iconic Fashion Personalities.pdf
 

Touchpoints: a Customer Experience Story | MCorp Consulting

  • 1. www.mcorpconsulting.com What touchpoints are, how they are changing, p , y g g, and why they are more important than ever. A short story for business executives interested in improving customer experience. ii i t i © 2009 MCorp Consulting, All Rights Reserved Page 1
  • 2. www.mcorpconsulting.com Introduction For F most organizations, the value of your business derives t g i ti th l f bi di from the quality and types of relationships you have with your customers. This presentation, from MCorp Consulting’s own “brand story,” talks about the interactions that drive these relationships, and how t i d h to improve them. So enjoy. th S j If you’d like to learn more, just give me a call. Michael Hinshaw, Managing Director mhinshaw@mcorpconsulting.com Direct: 1.415.526.2651 Follow me: twitter.com/michaelhinshaw Visit us online: mcorpconsulting.com © 2009 MCorp Consulting, All Rights Reserved Page 2
  • 3. www.mcorpconsulting.com There is a territory that exists in the borderlines between you and your customers. y It’s a place where opportunity lives lives, if only you know where to look look…. © 2009 MCorp Consulting, All Rights Reserved Page 3
  • 4. www.mcorpconsulting.com This ever-shifting space is comprised of surprisingly complex “touchpoints ” touchpoints. These are the places where your company touches – and serves – your customers customers. Whether human, electronic or one-way, static (where most marketing efforts such as direct mail and advertising fall), these Touchpoints d fi th b d li T h i t define the borderlines between bt the customer’s world and yours. © 2009 MCorp Consulting, All Rights Reserved Page 4
  • 5. www.mcorpconsulting.com Viewed from a customer’s perspective, Touchpoints should be simple, satisfying simple and effective. Easy E access to – and a warm greeting from – t d ti f the person they need in your call center; a perfectly functioning piece of equipment; an intuitive web site; all Touchpoints. © 2009 MCorp Consulting, All Rights Reserved Page 5
  • 6. www.mcorpconsulting.com Viewed from your company’s perspective, Touchpoints are costly costly. They should influence or incent specific actions, perceptions or behaviors, and they ti ti bh i d th can be extremely complex. © 2009 MCorp Consulting, All Rights Reserved Page 6
  • 7. www.mcorpconsulting.com Touchpoints are the places where processes, processes systems and data all intersect. intersect They are often fault lines between different company di i i divisions, f ti l and functional d geographic areas. They are where customer experience occurs. © 2009 MCorp Consulting, All Rights Reserved Page 7
  • 8. www.mcorpconsulting.com Most touchpoints are not easy to understand, understand or to manage properly. properly Many companies mismanage them. Few know what their customers think about k h t th i t thi k b t them, and why. © 2009 MCorp Consulting, All Rights Reserved Page 8
  • 9. www.mcorpconsulting.com Little is static when it comes to Touchpoints. Welcome to the new world of customer relationships. © 2009 MCorp Consulting, All Rights Reserved Page 9
  • 10. www.mcorpconsulting.com Today, the only constant truly is change. Little stays the same. Not the competitive marketplace. Not customer marketplace loyalties, perceptions and expectations. Not N t even your employees’ attitudes and l ’ ttit d d competencies. © 2009 MCorp Consulting, All Rights Reserved Page 10
  • 11. www.mcorpconsulting.com It didn’t used to be like this. In the days of mass marketing, there was little need to “map” all the points where your company t h d your customers. touched t You advertised; they bought. Correspondence came by mail; you could respond in 6 to 8 weeks and still be prompt prompt. © 2009 MCorp Consulting, All Rights Reserved Page 11
  • 12. www.mcorpconsulting.com But that was then. Now, you need to understand your customers, your brand, and the experiences that drive relationships at th transactional level. l ti hi t the t ti l l l Touchpoints are the lens through which you can see, measure and understand the shifting borderlines between your world, and y y , your customers. © 2009 MCorp Consulting, All Rights Reserved Page 12
  • 13. www.mcorpconsulting.com When crossing borders and exploring new worlds, shrewd explorers use a map. © 2009 MCorp Consulting, All Rights Reserved Page 13
  • 14. www.mcorpconsulting.com By mapping the territory between you and your customers – and updating it over time – you can understand what’s working from their pp perspective, and know why. , y You’ll also learn what’s missing. See where you can make the experience better. And usually save money at the same time. © 2009 MCorp Consulting, All Rights Reserved Page 14
  • 15. www.mcorpconsulting.com This comes from spotting opportunities that might otherwise go unnoticed. unnoticed So that your investments in brand, marketing and customer experience initiatives will be d t i i iti ti ill b more effective, and more efficient at driving customers closer to your organization organization. © 2009 MCorp Consulting, All Rights Reserved Page 15
  • 16. www.mcorpconsulting.com .3 4 5 6 7 8 3. 4. 5. 6. 7. So that each step of your customer’s experience journey is planned, and effective. © 2009 MCorp Consulting, All Rights Reserved Page 16
  • 17. www.mcorpconsulting.com As you can imagine, these borderlines cannot be mapped without exploration. pp p You need to examine systems and processes, processes learning not just how they are supposed to work, but how they actually work. © 2009 MCorp Consulting, All Rights Reserved Page 17
  • 18. www.mcorpconsulting.com You actually need to talk with and understand the people important to your business: your employees, your prospects and your customers. You Y need to understand what they want, dt d t d h t th t and what they need. It’s hard to do this from behind your desk desk. © 2009 MCorp Consulting, All Rights Reserved Page 18
  • 19. www.mcorpconsulting.com After all, understanding and staying ahead of, customer expectations isn t isn’t easy. © 2009 MCorp Consulting, All Rights Reserved Page 19
  • 20. www.mcorpconsulting.com 99 percent of the time, you’ll unearth issues that will startle you you. Why? Because customers don’t always fit i th “b in the “boxes” you’d like th too. ” ’d lik them t They know your competition – often better than you do. And now, smarter and more savvy, they’re controlling the relationship, and the y g p flow of information, more than ever. © 2009 MCorp Consulting, All Rights Reserved Page 20
  • 21. www.mcorpconsulting.com In the world of Touchpoints, the most effective allow information to flow two (or more) ways ways. The days of “dumb” Touchpoints that try to dumb push customers to act are limited. Increasingly, Increasingly customers are impatient for precisely what they need – right here, right now. © 2009 MCorp Consulting, All Rights Reserved Page 21
  • 22. www.mcorpconsulting.com As brand loyalty continues to erode, staying ahead of changing customer expectations means that everywhere you touch a customer, your Touchpoints need to be smarter, faster and better. Smarter Touchpoints turn complaints into up-sells, reveal customer needs, create new revenue streams and power innovation. streams, innovation © 2009 MCorp Consulting, All Rights Reserved Page 22
  • 23. www.mcorpconsulting.com To understand and create smarter touchpoints, the best partner is one who understands the territory. © 2009 MCorp Consulting, All Rights Reserved Page 23
  • 24. www.mcorpconsulting.com Most organizations have specific strategies for moving customers closer closer. Acquisition strategies, retention and loyalty strategies, cross- and up-sell strategies. tti d ll t t i But the clear knowledge of which touchpoints are most effective at delivering these results is often elusive. © 2009 MCorp Consulting, All Rights Reserved Page 24
  • 25. www.mcorpconsulting.com Might your organization benefit from understanding, measuring understanding measuring, prioritizing and improving your touchpoints? This is h Touchpoint M i Thi i where T h i t Mapping® comes i in. Our unique and highly specialized services help companies like yours improve the myriad brand, marketing and customer experience , g p touchpoints that drive profitable relationships. © 2009 MCorp Consulting, All Rights Reserved Page 25
  • 26. www.mcorpconsulting.com If you think that smarter better smarter, and faster touchpoints might be of value then you are value, already on track to achieve better results. © 2009 MCorp Consulting, All Rights Reserved Page 26
  • 27. www.mcorpconsulting.com Most of the organizations which seek us out already understand that they need to better influence and control their Touchpoints. They know th are problems; they just don’t Th k there bl th j t d ’t yet know precisely where they are. So we find them, and fix them. Together. Together © 2009 MCorp Consulting, All Rights Reserved Page 27
  • 28. www.mcorpconsulting.com A few words about MCorp Consulting: The inventors of Touchpoint Mapping ® and pioneers in the art and science of customer experience improvement. Issues we address: Services we offer: + Brand Development + Research + Customer Experience + Strategic Planning + Marketing Effectiveness + Experience Design + Loyalty and Retention + Workshops + Performance Measurement + Audits © 2009 MCorp Consulting, All Rights Reserved Page 28
  • 29. www.mcorpconsulting.com We map the touchpoints between you and your customers, and make them better customers better. Your Your Customers Company © 2009 MCorp Consulting, All Rights Reserved Page 29
  • 30. www.mcorpconsulting.com After all, how do you improve something you cannot (or do not) measure?  Simple. You can’t.  This is where MCorp Consulting and our Customer Experience Mapping suite comes in.  A proven way for organizations to measure, understand and improve customer experience experience. © 2009 MCorp Consulting, All Rights Reserved Page 30
  • 31. www.mcorpconsulting.com We’ve invented a series of proprietary tools to improve customer experience experience.  An analytical, research based approach; Touchpoint Mapping®  Accurate, powerful, quantifiable, and actionable; Customer Experience E i  We help understand Mapping your customers, customers Brand MappingSM and improve their Loyalty Mapping ® experiences. p © 2009 MCorp Consulting, All Rights Reserved Page 31
  • 32. www.mcorpconsulting.com MCorp time we’ve the Experience Mapping Model Over Consulting and tested, proven and improved our processes working with major brands brands.  Customer Experience Mapping™  The Customer Relationship Lifecycle B Brand Mapping™ dM i  Loyalty Mapping® © 2009 MCorp Consulting, All Rights Reserved Page 32
  • 33. www.mcorpconsulting.com We’ve also help dozens of mid-market, fast growth and other industry-leading companies industry leading companies.  Doing big jobs for big companies, we’ve learned what works, and why.  Our systematized approach delivers big results more cost effectively than others.  Proven in multiple environments from environments, regional banks to a $5B division of a Six Sigma-driven multinational Sigma driven multinational. © 2009 MCorp Consulting, All Rights Reserved Page 33
  • 34. www.mcorpconsulting.com In most industries, few organizations are prepared to deliver, much less deliver compete on, a consistently branded customer experience experience. What if yours could be one of them? y MCorp Consulting can help. © 2009 MCorp Consulting, All Rights Reserved Page 34
  • 35. www.mcorpconsulting.com Want more? Michael Hi h Managing Director Mi h l Hinshaw, M i Di mhinshaw@mcorpconsulting.com Direct: 1-415-526-2651 MCorp Consulting, Inc. 1-866-526-2655 www.mcorpconsulting.com Follow me: twitter.com/michaelhinshaw Visit us online: mcorpconsulting.com © 2009 MCorp Consulting, All Rights Reserved Page 35