Blog Deep Dive: Mapping Touchpoints Saves $500,000 on STAMPS

Deep Dive: Mapping Touchpoints Saves $500,000 on STAMPS

stamp

My team came across an interesting discovery when improving the experiences of new small business customers of a Fortune 30 telecommunication firm. We were examining how to improve the touchpoints of those small business customers that signed up for a bundle of services.

We found that for each of the services that made up the bundle, the customer received a welcome letter and other introductory communications via postal mail. With so many letters, customers started to view mailed communications from the phone company as junk mail.  As a result of not accounting for multiple, overlapping direct mail touchpoints, customers occasionally ignored mail that actually contained important information.

Saving a half million on stamps 
After researching and mapping the touchpoints, one of our recommendations was to combine these welcome and introductory messages into a single mailed piece. This provided a dramatically improved customer experience, a key goal, but it also resulted in a savings of over $500,000 a year in postage alone.

Over and over, using the mapping and implementation process detailed in TOUCHPOiNT POWER, I have led efforts that not only improved customer touchpoints and customer journey results, but saved the organization time, effort and/or money.

Truth: It is typically more cost effective to deliver better customer experiences and touchpoints.

Remember, to your customers, you are your touchpoints.

This post an excerpt from my book, TOUCHPOiNT POWER! Get & Keep More Customers, Touchpoint by Touchpoint (William Henry Publishing, 2013), an Amazon international top 10 customer service best-seller. For information and to order, visit TouchpointPower.com or view the TOUCHPOiNT POWER! listing on Amazon.

Please post a comment or question.

I welcome your questions and inquiries.  Please connect with me via
email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

direct  904.466.1805904.466.1805
text   415.515.6391415.515.6391
  linkedin
facebook twitter youtube 

Receive tips, tricks and secrets from the front lines of customer experience by signing up for my TOUCHPOiNTER eNewsletter:

Email Newsletter icon, E-mail Newsletter icon, Email List icon, E-mail List icon Email Address
For Email Newsletters you can trust

You have no rights to post comments

Hank Brigman

Hank Brigman

President & TOUCHPOiNT Strategist
Customer Experience Strategies, Inc.
Qualified Member National Speakers Association
Keynote Demo Video
Best-Selling Author of TOUCHPOiNT POWER

touchpointpowercover

RSS Feed

Click for Touchpoint Talk RSS feed

Touchpoint Talk

Subscribe

Sign up for my periodic TOUCHPOiNTER™ newsletter of tricks, secrets and stories from the front lines of CEM:

Contact

I want to hear from you, contact me today.
Direct: 904.466.1805
Email: Hank@TouchpointGuru.com

im_hankbrigmansigprint-1

 © Copyright 2012-2017 Touchpoint Guru. All rights reserved.