Precision Marketing Solutions >> Cartesian Touchpoint Audit
Customer Touchpoint Management is fast becoming the New Age Mantra that delivers higher levels of customer satisfaction and advocacy. Cartesian’s Touchpoint Audit is an audit and evaluation of customer touchpoints within your organisation. These could be specifically loyalty program touchpoints – or the scope could be widened to cover all customer touchpoints.
It provides an assessment of customer interaction handling at each touchpoint, as well as guidelines and directions for improvement. As part of the 360* Touchpoint Audit product, we map existing touchpoints along the stages of the customer lifecycle with the organisation and assess the efficiency and effectiveness of interactions at each touchpoint. The process followed:
Deliverables
Modules also offered independently:-
Customer Touchpoint Management is fast becoming the New Age Mantra that delivers higher levels of customer satisfaction and advocacy. Cartesian’s Touchpoint Audit is an audit and evaluation of customer touchpoints within your organisation. These could be specifically loyalty program touchpoints – or the scope could be widened to cover all customer touchpoints.
It provides an assessment of customer interaction handling at each touchpoint, as well as guidelines and directions for improvement. As part of the 360* Touchpoint Audit product, we map existing touchpoints along the stages of the customer lifecycle with the organisation and assess the efficiency and effectiveness of interactions at each touchpoint. The process followed:
| Area | Process | Format/Tool |
| Objective Setting | Set objectives for the audit to fit in with overall business and marketing objectives | Objective Prioritisation Chart |
| Understanding current SOPs | Detailed meetings with those handling the touchpoints to understand current SOPs, classification of calls, escalation processes etc | Current SOP summary document |
| Evaluation Parameters | Set evaluation parameters based on the objectives – e.g if lead generation is the objective, data capture of prospects becomes a key parameter | Parameter Listing |
| Assessment Strategy | Usually a statistically significant % of customer interactions at that touchpoint per day/week; time of day; contact pattern etc; | |
| Scoring Elements | Parameters are further broken down into scoring elements and a formal score card is created | Score Card |
| Assessment and Results | Conduct the assessment for client organisation, competitive organisations and relevant industry | Touchpoint Audit Competitive Touchpoint Audit |
| Customer Feedback | Get actual feedback of experience at the touchpoint by contacting a sample of customers who have interacted recently at that touchpoint | Voice Of Customer |
| Reporting | Results, analysis, report | Touchpoint Audit Report |
Deliverables
- Touchpoint Audit Document
- Touchpoint Audit Document for 2 key competitors
- Category and Industry Benchmark Document
- Voice of Customer Document
Modules also offered independently:-
