Category Archives: Journey Mapping

A process of understanding and documenting all of the touch-points in the “Customer Journey”. It helps to establish through documentation, colaboration and discussion, the accountability of every person in the company to the customer experience for every touch-point that they influence directly or indirectly.

How to Optimize Customer Service

Creating an exciting customer experience is essential for any thriving business. Even though many do not agree with the saying, ‘the customer is always right,’ few can deny the importance of customer satisfaction. If you want to build a business that lasts, you need customers that will keep coming back. Here is what you need […]

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Does My Company Need A Touchpoint Map?

It’s all about our two most important assets; employees and customers. If it weren’t for this important human dimension our businesses wouldn’t be here today, right? However, as we go through the daily grind, we can sometimes lose sight of the real reason behind what we’re doing – to provide great working environment filled with […]

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