Customer Experience For Dummies by Roy Barnes & Bob Kelleher

Author:Roy Barnes & Bob Kelleher
Language: eng
Format: mobi
ISBN: 9781118756041
Publisher: Wiley
Published: 2014-10-28T16:00:00+00:00

Assessing the current state of the customer touchpoint

Brainstorming desired changes to enhance the customer experience

Designing new touchpoint processes

Executing the change

That last bullet — executing the change — is very important. This isn’t just an “imagineering” exercise. This is hard work, with the absolute expectation of change at the end of the four-week period. No extensions, no excuses, no kidding.

After you have a few touchpoint redesigns under your belt, you may opt to run two or more redesign teams simultaneously. Often, when organizations get in the habit of continuously redesigning touchpoints, they find that they can complete up to 20 touchpoint redesigns over the course of a year. That’s a lot of positive change!

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