Understand How A Service Is Implemented By The Company And
Used By The Customers
Increase The Effectiveness Of Service Delivery And Gain Differentiation
What customers (and even employees) come in contact with?
- These are the manifestations of the touchpoints that customers interact with.
- These include physical devices, electronic software, and face-to-face interactions.
What are the activities that a customer performs while interacting with a service?
- These are the choices, activities and steps a customer takes to interact with an organization’s service to reach a particular goal.
- Customer actions are derived from research or a customer-journey map.
What are the actions that occur directly in view of the customer?
- These are the actions of the organization that are visible to the customer.
- A line of visibility separates onstage touchpoints from backstage actions.
- Each time a customer interacts with a service (through an employee or via technology), a moment of truth occurs.
- During these moments of truth, customers judge your quality and make decisions regarding future purchases.
What are the steps and activities that occur behind the scenes to support onstage happenings?
- These are the internal service provision mechanisms of the organization that are not visible to the customer, but that directly impact the customer experience.
What are the internal steps, and interactions that support the employees in delivering the service?
- These are internal processes that indirectly impact the customer experience.
- These processes can include interactions between the organization and partners or third-party suppliers.
Customer Journey Mapping Can Help You
Align your organization capabilities and strategy
around customer needs
Blueprint Differ from a
Instrumental in complex scenarios spanning many service-related offerings
Think of service blueprints as a part two to customer journey maps. Blueprinting is an ideal approach to experiences that are omnichannel, involve multiple touchpoints, or require a cross functional effort
- Blueprinting exposes the big picture and offers a map of dependencies, thus allowing a business to discover a weak leak at its roots.
- Similarly, Blueprints help identify opportunities for optimisation. The visualisation of relationships in blueprints uncovers potential improvements and ways to eliminate redundancy.
- Blueprinting is most useful when coordinating complex services because it bridges cross department efforts. Blueprinting helps businesses capture what occurs internally throughout the totality of the customer journey thus giving them insight to overlaps and dependencies that departments alone could not see.
Step to Take Now
Send us a brief note about your needs and we can design workshop around your unique needs.