Touchpoint Mapping | Touchpoint Metrics

By: Touchpoint Metrics  09-12-2011

Better manage your company’s customer experience by understanding, measuring and improving customer experience from your customer’s point-of-view.

Touchpoint Mapping is our proprietary research-based approach to measuring and improving customer experiences. Through it, you can understand and measure your customer experience to assess the quality of your touchpoints, see which are missing, which work best, which don't, and why. Then make them work better.

Providing critical input to customer experience design and strategy, some of the Touchpoint Metrics we help you understand and measure include:

  • Your Touchpoints: Do you know how many touchpoints you actually have, and what they are? Determine and categorize all your touchpoints at each interaction.
  • Moments of Truth: The “key touchpoints” that are most important to your customers.
  • Touchpoint Paths: How your touchpoints work individually, or in sequence (“touchpoint paths”) to move customers through your relationship lifecycle.
  • Touchpoint Performance: How well are your customer touchpoints working? Are marketing touchpoints driving leads? Sales touchpoints driving sales? Customer service touchpoints solving problems? Measure touchpoints with regards to:
    • Acquisition and retention;
    • Value to your business and value to customers;
    • Revenue generation (or cost savings);
    • Efficacy at meeting both business and customer needs.
  • Missing Touchpoints: Are touchpoints missing at key junctures? If so, adding them can help acquire and retain more of the right customers.

Proven and refined over multiple engagements since 2003, Touchpoint Mapping is a statistically precise way to identify, analyze and improve touchpoint performance. What are your Touchpoint Metrics®? Working together, we'll find out. And we'll help you to improve them, defining better customer experiences and boosting customer revenue in the process.

Contact Touchpoint Metrics

Email - none provided

Print this page

Other products and services from Touchpoint Metrics


Customer Experience Industry Solutions | Touchpoint Metric

Initially focused on Shopping Malls, Shopper Touchpoint Mapping recognizes how things like location, events, signage, the web and social media work together to drive shoppers closer to your center. With a primary focus on regional and community banks, Bank Touchpoint Mapping is based on what matters most to your retail, business and high-net-worth customers.


Customer Experience Consulting Services | Touchpoint Metrics

Working together, we'll identify areas ripe for improvement, understand and remove barriers, and develop strategies for more effectively and more profitably delivering an improved customer experience. Customer Experience Strategy: Defining where your company can—and where it should—use experience as a competitive differentiator, and creating a customer experience roadmap for implementation.


Measure & Improve Your Customer's Experiences

As the inventors of Touchpoint Mapping, you can rely on us to help you and your organization to design and implement our highly-effective, on-demand technology solution to measure and improve your customer’s experiences. Cut through the clutter with unbiased, actionable customer experience insights that inform business decisions to better focus your resources, serve customers more effectively, drive them closer.