Blog Deep Dive: Selecting Customer Experiences for a Mapping Pilot

Deep Dive: Selecting Customer Experiences for a Mapping Pilot

target

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:

  • With Finance – moving important financial needles
  • With employees – improving work life and getting positive internal word-of-mouth
  • With the customer experience team – generating a feeling of momentum and success
  • With the chief executive – giving him/her the business case for scaling and further investing in customer experience

There are a number of additional factors important in choosing a pilot or pilots:

  • Linear. Choose an experience that is linear in its execution. In other words, the experience follows a typical path and has a natural beginning and end.
  • Impacts revenue. Choose an experience that has the opportunity to deliver a significant ROI, especially one that drives revenue.
  • Engages supporters. Choose an experience that engages the departments and/or individuals that support CEM efforts and avoid experiences that rely strongly on departments headed by those in opposition.

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.

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:
Email Address
safe_subscribe_logo
For Email Newsletters you can trust

Contact

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

im_hankbrigmansigprint-1

 © Copyright 2013 Touchpoint Guru. All rights reserved.