touchpoint dashboard, customer journey mapping software

20
System Overview

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Post on 22-Jan-2015

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Presentation of Touchpoint Dashboard, the Customer Journey Mapping webbased software tool for Customer Experience Management and Service Design.

TRANSCRIPT

Page 1: Touchpoint Dashboard, Customer Journey Mapping software

System Overview

Page 2: Touchpoint Dashboard, Customer Journey Mapping software

Customer Journey Mapping as we know it today

• Keeping 3M in business!• Difficult to transfer

knowledge• Time consuming to create• Difficult to share and

administer updates• Consultants are Expensive • One-and-done attitude

• Tools are expensive• Static, two dimensional

output• Many many hours spent

drawing – not on strategy and execution

Page 3: Touchpoint Dashboard, Customer Journey Mapping software

Touchpoint Dashboard

• Create an organized inventory of all company touchpoints & score them to determine impact, cost and ROI

• Objectively audit and measure the effectiveness and value of every customer interaction

• Identify what’s most important to customers, and what creates or detracts from value & loyalty

• See how activities & processes in one area affect the entire organization

• Get everyone on the same page• Build a compelling case for change,

develop smart improvement plans and prioritize funding

Touchpoint Dashboard helps organize, prototype, prioritize, share, measure, and present the customer experience for better decision making

Page 4: Touchpoint Dashboard, Customer Journey Mapping software

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 organized inventory all of your touchpoints and score them to determine impact, cost and ROI

•Objectively audit and measure the effectiveness and value of every customer interaction, and monitor operational consistency

• Identify what’s most important to your customers and business, and understand what creates or detracts from value & drives loyalty

• See exactly where and when customers experience satisfaction or pain, who is most impacted and how it affects your bottom line

• See how activities & processes in one area affect the entire organization, and get everyone on the same page

• Build a compelling case for change, develop smart improvement plans and prioritize funding

Why do Customer Journey Mapping?

Page 5: Touchpoint Dashboard, Customer Journey Mapping software

Rows typically represent organizational groups or departments

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

Columns typically represent the customer journey, or lifecycle, stages

This is a typical Map View

Page 6: Touchpoint Dashboard, Customer Journey Mapping software

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

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

Touchpoints and their Attributes

Page 7: Touchpoint Dashboard, Customer Journey Mapping software

Columns represent attributes, and can be sorted

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

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

This is the Report View

Page 8: Touchpoint Dashboard, Customer Journey Mapping software

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

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

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

Click to save your map as a .pdf for printing and sharing!

Import / Export / Save & Print Functionality

Page 9: Touchpoint Dashboard, Customer Journey Mapping software

Create a Chart by selecting any two attributes to compare to one another

Hover to view details behind the chart

This is the Charts View

Charts are fairly simple at the moment, but stay tuned for BIG CHANGES!

Page 10: Touchpoint Dashboard, Customer Journey Mapping software

Delete Are you sure? OK – click here!

Select Properties to make changes to your map’s structure and attributes

Create a brand New Map here!

Managing your maps

Copy your map to build upon what you have started

Page 11: Touchpoint Dashboard, Customer Journey Mapping software

Manage TabShows all users with whom you have shared your map

Share with team members by entering their email addresses; you can make them editors as well as allow them to share the map themselves

Shared maps are stored on the main maps page in their own tab

Sharing your maps

Page 12: Touchpoint Dashboard, Customer Journey Mapping software

Click Properties to Edit

Tabs are for attribute organization

Fields and Tabs can be added and placed wherever you like

Editing map properties

Page 13: Touchpoint Dashboard, Customer Journey Mapping software

The Demo Map Template comes with a few pre-populated fields

Edit Here:Attribute Name, Type, Description

Double click on the heading text of a field to edit its properties

Editing fields

Page 14: Touchpoint Dashboard, Customer Journey Mapping software

Add a Life Cycle Stage by clicking the link

Change the Field Name here!

HINT:Keep the Name on the short side. The Description text will display as a tool tip when you hover over it.

Adding a Lifecycle Stage

Page 15: Touchpoint Dashboard, Customer Journey Mapping software

Field Types:Text short or long Number no real explanation neededYes/No will generate a check boxCurrency sorry, only US$ for now!Choice is a pick-list. (Multiple choice coming soon!)

Editing Field Types

Page 16: Touchpoint Dashboard, Customer Journey Mapping software

Stickers can indicate Pain Points, Best Practices, Moments of Truth, etc.

Choose whatever Icon you like from our neat little library!

Creating checkboxes (Stickers)

Page 17: Touchpoint Dashboard, Customer Journey Mapping software

Stickers can indicate whatever you like. In this case Transferring your contacts from your old mobile phone to your new one is both a Moment of Truth and a Best Practice. Way to go!

Stickers in Action

Page 18: Touchpoint Dashboard, Customer Journey Mapping software

Filters allow you to isolate specific touchpoints by their attributes.

For example, here we have filtered out every touchpoint that isn’t a Pain Point.

Note how the non-Pain Point touchpoints get stored in the Parking Lot – they haven’t disappeared!

Create multiple filters to better understand your customer experience in detail!

Filtering

Page 19: Touchpoint Dashboard, Customer Journey Mapping software

Templates are used as the starting point for every new map.

When creating a template, you can define custom Properties and choice values for your maps.

Touchpoint Dashboard software comes with one Default Template called Banking Demo. 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.

All About Templates

Page 20: Touchpoint Dashboard, Customer Journey Mapping software

GO GET MAPPING!