Client Touchpoint Modeling
Client Touchpoint Modeling is aimed at providing a way to model the interaction zone where the client and the service provider converge to deliver service and create value. Touchpoints can be thought of as "moments of truth," which occur within the interaction zone where the client experience is shaped. Client perceptions of service quality can be enhanced if those involved in service delivery develop a clearer understanding of the full set of touchpoints their clients participate in. Thus, increasing awareness for providers about how their interactions with the client can be improved to achieve maximum benefit. Modeling client touchpoints allows us to identify the recurring points of client interaction and describe them in terms of their characteristic dimensions. Our Client Touchpoint Modeling approach:
- supports the systematic design, improvement and execution of touchpoints across the service delivery organization
- enables tracking of front-stage service quality by individual accounts, and
- facilitates the transfer of "best practices" across service delivery.
