Customer & Employee Engagement

Customer Experience Map

Strengthen 'touchpoint interaction' with your customers, and identify new ones to leverage your business entirely.

Capptoo analyses the status quo - and creates Customer Experience Maps, that display the firm's vision/strategy, customer segments, products - and all current plus future touchpoints including their impacts on your bottom line.

Goals

  • Show all relevant success parameters on one map

  • Identify all current customer engagement touchpoints

  • Define the interaction strength of each touchpoint

  • Select the most promising one's - 'signature touchpoints'

  • Ideate how to improve all relevant interactions points

  • Identify all future engagement touchpoints / create an action plan

  • Use it as a work/map in process - meet and discuss 'around it'

Deliverables

In-depth analysis of current customer engagement - design the future Customer Experience Map.

  • Online stakeholder survey/interviews

  • Customer Experience Workshop

  • Customer Experience Map (1.8m x 1.1m)

  • Visualization of areas for optimization

  • Strategy and action plan on Epic level

  • Scrum process to inspect and adapt

Improve customer engagement dramatically and increase sales leads - by thinking outside the box -  see our blog ‣

Check yourself

Does your company perfectly engage with your customers?

  • No at all
  • To some degree
  • Rather yes
  • Yes

41 companies in Switzerland already completed our health checks

“Most customers don't really know their clients, nor how to best engage with them in digital ways. The vast number of touchpoints to evaluate is overwhelming and unfortunately there is no magic bullet - but extensive expertise, outside the box thinking - in a systematic and outcome oriented way!”

Tanja Palm  — our Expert & COO

Tanja Palm,  — our Expert & COO