Analyze

It’s all about details when you’re managing customer experience, and that’s what a Touchpoint Dashboard map delivers.

Touchpoint Dashboard provides a multi-dimensional visual of every touchpoint. It tells a story about every customer interaction in your organization and provides a holistic view of your customer journey. It delivers the analytic and emotional insights you need to build a prioritized action plan for creating a best-in-class customer experience.

Touchpoint Dashboard is a powerful visual tool that provides the facts you need to make smart decisions. It can help you:

• Create an organized inventory all of your touchpoints and score them to determine their 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, and who is most impacted

• 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

Read on about the present step.

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