The Touchpoint Audit
Develop a detailed inventory of existing touchpoints by type, and codify your collective experience with which ones work, which don't, and where gaps (and opportunities for improvement) exist.
What are your organization's touchpoints…and how do they perform? This survey-based and data-driven approach to auditing your touchpoints allows us to assess gaps in touchpoint performance from an internal perspective, based on precise Touchpoint Metrics.
Originally developed for—and still utilized as a part of—our Touchpoint Mapping® methodology and Touchpoint Workshops, Touchpoint Audits leverage Six Sigma quality methods and tools to identify your touchpoints, illuminate gaps and redundancies, and drive immediate ROI, cost savings and process efficiencies. Focusing on internal perspectives of what your touchpoints are, and presented in simple, easy-to-understand visual formats, outcomes and deliverables include:
- Identify Individual Touchpoints: What are your customer touchpoints? Our online tools will help you identify the human, interactive and static touchpoints that drive customer experience.
- Quantify Touchpoint Performance: How effective are your touchpoints at driving desired results? Using MCorp's online survey platform and tools, we quantify touchpoint performance based on your team's perception of internal and customer perspectives.
- Identify Pain Points and Opportunities for Improvement: Where (and how) can your touchpoints be improved? Across customer touchpoints — from marketing touchpoints and sales touchpoints to brand touchpoints and customer service touchpoints, we'll prioritize specific opportunities to improve touchpoint performance.
Based on MCorp Consulting's proven Touchpoint Mapping® methodologies, the touchpoint audit is designed to help you quickly inventory key touchpoints relative to your Customer Relationship Lifecycle. Through our online survey instruments, you'll track the Touchpoint Metrics which point to immediate opportunities for improvement ("quick wins") in the areas you deem most important to your organization. Please contact us to learn more.
