Getting Started

Welcome to Touchpoint Dashboard

A Journey Map is a powerful visual tool that outlines the customer experience with every aspect of your company. It can help you: • Create an all of your touchpoints

and score them to determine impact, cost and ROI •Objectively audit and measure the

of every customer interaction, and monitor operational consistency

• Identify to your customers and business, and understand what creates or detracts

from value & drives loyalty • See exactly where and when customers experience who is most impacted and how it

affects your bottom line • See how activities & processes in one area affect the entire organization, and

• Build a , develop smart improvement plans and prioritize funding

Why do Customer Journey Mapping?

typically represent organizational groups or departments

is where you can choose your X, Y and Z axes, colors, filters and more!

typically represent the customer journey, or lifecycle, stages

This is a typical Map View

are separate moments of engagement with the customer – each one represents an individual interaction, or touch

are details behind each touchpoint – simply click on a touchpoint and you can enter all the details about it here

Touchpoints and their Attributes

Time to Fix Cost to Fix Importance to Customer

Specific Interactions Scenario + Photos Touch Type

Create multiple Map Views

Collaborate with Colleagues

your map with others and give them admin rights

by leaving notes directly in the touchpoint

View the of changes to the touchpoint over time

Get Feedback Directly from Customers

to your facebook page to get comments directly from your customers

Allows you to choose from most

represent attributes, and can be sorted

are simply a spreadsheet-style view of your touchpoints and attributes

are all your touchpoints, just as in the map view – you can edit them here too!

This is the Report View

your touchpoints as a .csv file in order to manipulate them in Excel

your touchpoints as a .csv file if you prefer to create them in Excel first

touchpoints from the report view – they will automatically be added to your map

Import / Export Functionality

to see the detail in the Reports view

allow for deeper analysis into your touchpoint attributes

This is the Charts View

Are you sure? OK – click here!

Select to move older maps to the Archived Maps tab

Create a brand

here!

Managing your maps

your map to build upon what you have started

We’ve provided a

here!

maps by saving to .pdf. The map can be printed on any size paper.

Printing your maps

Click to Edit

are for attribute organization, entirely customizable

can be added and placed wherever you like

Editing map properties

You can determine which or hidden depending

on your collaboration preferences

The comes with a few pre-populated fields

Attribute Name, Type, Description

Click on the of a field to edit

its properties

Editing fields

Name your

here

Change the

here! Keep the on the short side. The

text will display as a tool tip when you hover over it.

Adding a Lifecycle Stage

short or long no real explanation needed

will generate a check boxsorry, only US$ for now!

is a pick-list. (Multiple choice coming soon!)

Editing Field Types

can indicate Pain Points, Best Practices, Moments of Truth, etc. Choose whatever you like from our neat little library!

Creating checkboxes (Stickers)

can indicate whatever you like. In this case New Account Disclosures is a pain point, but it is also a quick win, so hopefully the pain will be gone soon!

Stickers in Action

other icons indicate if someone has attached a file or made a comment on your touchpoint, or if the touchpoint has an image attached to it.

allow you to isolate specific touchpoints by their attributes. For example, you can filter out every touchpoint that isn’t a Pain Point. Note how some touchpoints get stored in the – they haven’t disappeared! Create multiple filters to better understand your customer experience in detail!

Filtering

are used as the starting point for every new map.

Touchpoint Dashboard software comes with one Default Template called

You can use this default template as the starting point for your maps, or you can create your own templates that are customized to your needs. You can also create a template from an existing map.

All About Templates

GO GET MAPPING!

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