Customer Touchpoint Map B0 (55" x 39") PVC (unbreakable) (EN)

Why Customer Touchpoint Map?

It should be obvious that if anyone offers products or services, they want to have satisfied customers. If you think of a customer’s journey, it is likely that the customer has many contacts, i.e. touchpoints, to the product or service along the journey. It might not be that obvious where and how these touchpoints happen and what kind of effect they will have on the customer. In order to understand these customer touchpoints and more important, how to improve and re-design the customer experience, the Customer Touchpoint Map can bring you visibility and valuable information. Only once you know better what your customer is going through, you can start designing a better customer experience.

How to use Customer Touchpoint Map?

You can visualize e.g. the whole purchase process, which can include searching and finding the product, the receipt of it and any contacts to sales or customer service. Also contacts to installation, repair service and even sales returns are touchpoints. Typically, you find or create a persona (customer). Go through the stages of the different customer actions by mapping them on Stattys Notes or sticky notes. Thereby you look for different channels, like company page in internet or online shop, sales and customer service (phone calls, emails, online chats, bot services) and you document the touchpoints on the customer’s journey on a storyboard and you especially focus on his emotional state at each touchpoint. You can gain a lot of extremely useful information about the emotional state of your customer.

What is Customer Touchpoint Map?

As we believe that it is likely to take time and effort to improve the customer experience, we recommend our robust and long-lasting large size (140 x 100 cm (55" x 39")) maps made of pvc.