Touchpoint Dashboard Launches New Customer Experience Mapping Software

For Immediate Release WICHITA, Kan., Sep. 4, 2012 – Touchpoint Dashboard, LLC (TouchpointDasboard.com) today announced the release of its new customer journey mapping software, Touchpoint Dashboard. Touchpoint Dashboard is the first web-based SaaS application of its kind available on the market today. Designed by a team with more than 50 years of combined customer experience […]

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Why build Touchpoint Dashboard?

Customer Experience projects are on the rise.   Simply put, no tool exists in the marketplace today that allows for the creation of a Customer Experience (Journey) Map.   Sure, you could use PowerPoint, Excel, Visio, and other “off the shelf” software, but those tools leave a lot to be desired. They’re not “purpose built” for this […]

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Creating a Customer Experience Ecosystem

The customer experience ecosystem is an approach to customer experience management that considers the influence of every employee and external partner on every single customer interaction. Customer experience expert Kerry Bodine says companies must map their ecosystems in order to make meaningful improvements. In addition to mapping, companies also need to “co-create” and socialize the […]

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Don’t Create Work for Your Customers

Melissa Kovacevic of CommPlan Consulting relates on her blog the story of a poor customer service experience. The poor experience arose out of a business process that was confusing, impersonal and required the customer to do more work than necessary. In the case mentioned, a customer’s insurance company’s process did not adequately inform her mortgage […]

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How to Map the Customer’s Journey

A question was posed in the Q&A section of Focus.com: “How can a company go about mapping the customer’s journey?” In the answer section are several concrete steps to accomplish this.  From David van Toor: Divide the customer experience into meaningful parts Emphasis on customer perspective Define current customer experience, and desired customer experience Input […]

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Guide to Service Blueprints

Mel Edwards on the Desonance blog makes a distinction between service blueprints and customer journey maps. The latter represents a service/product from the customers’ perspective (how it’s experienced), while the former represents the service from the customer and business perspective (how it works). Blueprints are more standardized than customer journey maps, but together, they help […]

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Serivce Design or Journey Mapping?

“Service design” is the practice of designing the entire user experience of a product or service, including all interactions with that service, such as the website, help-desk and in-store experience for a retail company. Service design requires multiple inputs from an organization, including sales, marketing, product management and user experience. Delivering good service design usually […]

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Improving Customer Experience with Customer Journey Maps

A customer journey map is simply a diagram that illustrates touchpoints. It’s a way to visualize the ways a customer might engage with your company, including a product, online experiences, retail experiences or services. Adam Richardson, writing on Harvard Business Review, explains how to use customer journey maps to improve the customer experience. Customer Journey […]

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Utilizing Touchpoint Analysis in Marketing

Dave Evans, author or Social Media Marketing, An Hour a Day, defines touchpoint analysis as: “The rigorous discipline of carefully evaluating each point of contact between a firm and its customers has been used in traditional marketing to catch the divergence between what you want to convey and what you are actually conveying.” Because of […]

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