Date post: | 22-Jan-2015 |
Category: |
Business |
Upload: | danny-peters |
View: | 973 times |
Download: | 4 times |
System Overview
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, measure, and present the customer experience for better decision making
A Journey Map is a powerful visual tool that outlines the customer experience with every aspect of your company. It can help you:
• Create an organized inventory all of your touchpoints and score them to determine impact, cost and ROI
•Objectively audit and measure the effectiveness and value of every customer interaction, and monitor operational consistency
• Identify what’s most important to your customers and business, and understand what creates or detracts from value & drives loyalty
• See exactly where and when customers experience satisfaction or pain, who is most impacted and how it affects your bottom line
• See how activities & processes in one area affect the entire organization, and get everyone on the same page
• Build a compelling case for change, develop smart improvement plans and prioritize funding
Why do Customer Journey Mapping?
Rows typically represent organizational groups or departments
The Legend is where you can choose your X, Y and Z axes, colors, filters and more!
Columns typically represent the customer journey, or lifecycle, stages
This is a typical Map View
Touchpoints are separate moments of engagement with the customer – each one represents an individual interaction, or touch
Attributes are details behind each touchpoint – simply click on a touchpoint and you can enter all the details about it here
Touchpoints and their Attributes
Columns represent attributes, and can be sorted
Reports are simply a spreadsheet-style view of your touchpoints and attributes
These are all your touchpoints, just as in the map view – you can edit them here too!
This is the Report View
Export your touchpoints as a .csv file in order to manipulate them in Excel
Import your touchpoints as a .csv file if you prefer to create them in Excel first
Add and Edit touchpoints from the report view – they will automatically be added to your map
Click to save your map as a .pdf for printing and sharing!
Import / Export / Save & Print Functionality
Create a Chart by selecting any two attributes to compare to one another
Hover to view details behind the chart
This is the Charts View
Charts are fairly simple at the moment, but stay tuned for BIG CHANGES!
Delete Are you sure? OK – click here!
Select Properties to make changes to your map’s structure and attributes
Create a brand New Map here!
Managing your maps
Copy your map to build upon what you have started
Manage TabShows all users with whom you have shared your map
Share with team members by entering their email addresses; you can make them editors as well as allow them to share the map themselves
Shared maps are stored on the main maps page in their own tab
Sharing your maps
Click Properties to Edit
Tabs are for attribute organization
Fields and Tabs can be added and placed wherever you like
Editing map properties
The Demo Map Template comes with a few pre-populated fields
Edit Here:Attribute Name, Type, Description
Double click on the heading text of a field to edit its properties
Editing fields
Add a Life Cycle Stage by clicking the link
Change the Field Name here!
HINT:Keep the Name on the short side. The Description text will display as a tool tip when you hover over it.
Adding a Lifecycle Stage
Field Types:Text short or long Number no real explanation neededYes/No will generate a check boxCurrency sorry, only US$ for now!Choice is a pick-list. (Multiple choice coming soon!)
Editing Field Types
Stickers can indicate Pain Points, Best Practices, Moments of Truth, etc.
Choose whatever Icon you like from our neat little library!
Creating checkboxes (Stickers)
Stickers can indicate whatever you like. In this case Transferring your contacts from your old mobile phone to your new one is both a Moment of Truth and a Best Practice. Way to go!
Stickers in Action
Filters allow you to isolate specific touchpoints by their attributes.
For example, here we have filtered out every touchpoint that isn’t a Pain Point.
Note how the non-Pain Point touchpoints get stored in the Parking Lot – they haven’t disappeared!
Create multiple filters to better understand your customer experience in detail!
Filtering
Templates are used as the starting point for every new map.
When creating a template, you can define custom Properties and choice values for your maps.
Touchpoint Dashboard software comes with one Default Template called Banking Demo. You can use this default template as the starting point for your maps, or you can create your own templates that are customized to your needs.
All About Templates
GO GET MAPPING!