Generating early wins is typically critical. When looking to pilot an experience or journey mapping workshop, look to experiences or processes that have the potential to demonstrate positive results:
There are a number of additional factors important in choosing a pilot or pilots:
Pilots to consider include onboarding new customers (B2B), the sales process (B2B, B2C), fulfillment (B2B, B2C), returns (B2B, B2C), complaints (B2B, B2C), and customer training/events (B2B).
Rule: Choose your mapping pilot carefully.
Secret: It is typically constructive to avoid call center calls as pilots. Incoming call center calls are typically not linear – they can branch off into many different directions. Achieve wins and build your mapping competence prior to tackling the call center.
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.
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