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 quality people, products and services that satisfy our customers and keep them coming back for more. AND ensure our employees remain engaged.
But ask yourself …
- Do we provide a good working environment?
- Do we hire the people qualified and engaged to the job?
- Are you satisfying your customers?
- Are you truly meeting their needs and expectations at every point of their customer journey?
- Do all of your systems and processes improve a customer’s experience, or are they designed to fulfill internal process requirements?
If you hesitated even slightly when you pondered these questions, then you could benefit from SEC’s front-line business intelligence gathering services, including touchpoint mapping. Touchpoint mapping is one of the new services SEC is now offering clients as part of our comprehensive customer experience management services.
What is touchpoint mapping?
In a nutshell, a touchpoint map is a tool that brings your customer journey to life. A touchpoint map provides a complete picture of every encounter (touchpoint) your customers have with your business, and illustrates how customers feel at each touchpoint. View an example of a map here. A touchpoint map uncovers areas where you can better meet your employees and customers’ needs and expectations and provides the insights you need to strategically improve your overall working environment and customer experience.
The bottom line is that a touchpoint map can help your company refocus your processes, procedures, discussions and decisions so that they always focus on pleasing the right audience – your customer.
And as we all know, a happy customer makes for a profitable business.
Want to learn more about touchpoint maps?
Contact us and inquire about how Service Evaluation Concepts can help you map and manage your touchpoints, while offering you useful related resources. Watch for more information on touchpoint mapping on our blog in the coming weeks.