Touch‐Point Card
Touch‐Point Card
Touch‐Point: ______________________________________________________
Touch‐Point: ______________________________________________________
Who is responsible for this touch‐point? _______________________________
Who is responsible for this touch‐point? _______________________________
Ac on Step: __________________ ____________________________________
Ac on Step: __________________ ____________________________________
Resources: _______ ________________________________________________
Resources: _______ ________________________________________________
Timeline: _________________________________________________________
Timeline: _________________________________________________________
What is the customer reac on? (Think 5 senses: Touch, See, Hear, Smell Taste)
What is the customer reac on? (Think 5 senses: Touch, See, Hear, Smell Taste)
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Ideas: ___________________________________________________________
Ideas: ___________________________________________________________
Communica on: __________________________________________________
Communica on: __________________________________________________
www.Business901.com
www.Business901.com
At‐One is WHAT we are trying to accomplish: A ACTORS who together can provide improved services T Orchestra on of TOUCH‐POINTS to provide innova ve services O Developing new OFFERINGS aligned to brand strategy N Understanding customer NEEDS how new services can sa sfy them E Designing customer EXPERIENCES that impress the customer
At‐One is WHAT we are trying to accomplish: A ACTORS who together can provide improved services T Orchestra on of TOUCH‐POINTS to provide innova ve services O Developing new OFFERINGS aligned to brand strategy N Understanding customer NEEDS how new services can sa sfy them E Designing customer EXPERIENCES that impress the customer
AT‐ONE Project ...www.service‐innova on.org
ARTIC elements to perform a Touch‐point: A Ac on Steps are tasks that need to be completed. ‐ start with a verb: Call, Send, Post, Follow up R Resources required to perform ac on steps: Files, sketches, Forms T Timeline to coordinate ac ons and resources needed. I Ideas that you want to come back to later, but are not yet ac onable. C Communica ons (Problems, feedback, decisions, training).
AT‐ONE Project ...www.service‐innova on.org
ARTIC elements to perform a Touch‐point: A Ac on Steps are tasks that need to be completed. ‐ start with a verb: Call, Send, Post, Follow up R Resources required to perform ac on steps: Files, sketches, Forms T Timeline to coordinate ac ons and resources needed. I Ideas that you want to come back to later, but are not yet ac onable. C Communica ons (Problems, feedback, decisions, training).
Source of inspira on...Ac on Plan Method @ www. Behance.com
Source of inspira on...Ac on Plan Method @ www. Behance.com
Iden fy Journey with Pre and Post Touch‐points
Iden fy Journey with Pre and Post Touch‐points
www.Business901.com
www.Business901.com