An Introduction to Touchpoint Mapping

Touchpoint Mapping^® shows you which touchpoints work, which don’t—and how your performance aligns with customer expectations and needs.

Today’s customers are more demanding and less forgiving than ever before. And when things don’t go their way, they simply leave; in fact, 87% of all consumers (B2B and B2C combined) won’t go back to an organization after a negative experience. 

The problem is, most companies don’t see this coming; they rely on their satisfaction metrics, assuming that also defines “loyalty.” When defection hits, will you have the insights and tools at hand to identify and solve the customer experience problems that lead to dissatisfaction, reduced wallet share and lower loyalty?

This is where Touchpoint Mapping® comes in. Touchpoints are where experiences occur, yet most companies don’t know how well their touchpoints work or where problems occur. Touchpoint Mapping shows companies what touchpoints work, or don’t work, and what do to about it, allowing companies to improve the customer experience so customers stay longer and spend more.