Covering customers' physical and emotional expectations
enable experience designers to meet the subconscious emotional needs of customers
What is Moment Mapping™?
Your customer experience work is a journey, not a task. Meaning, eventually every customer experience program will need to design or redesign the experiences customers actually get. We use several methods to achieve this. Primary among these is Moment Mapping. Moment Mapping is a system that allows us to deconstruct and reconstruct the experience customers goes through. It is an “outside-in” and bottom-up approach. It is outside-in because customers validate the reconstructed aspects of the experience. It is bottom-up because employees from across the organization generate many of the reconstruction elements. Moment mapping is designed to accomplish two main goals:
* To generate the ideas upon which the experience can be reconstructed.
* To promote buy-in among employees for the changes that will follow.
How does Moment Mapping apply to my organisation?
Firstly, to build great experiences you need to understand your customer expectations at each moment of contact.
Secondly, plan to exceed them both physically and emotionally. Customer Experience mapping extends this concept by looking at the transactional costs and channel strategy you wish to deploy at each Moment of Contact™.
Uniquely this tool covers both the customer's physical & emotional expectations. In addition, the Moment Mapping™ theory looks at a number of other critical elements that affect the Customer Experience such as Customer Targeting and Customer Satisfaction Measurement
Our Moment Mapping™ theory has been proven to improve Customer Experiences across the world and save numerous organizations money. Previously, we have used it effectively to:
Measure customer satisfaction
Re-engineer the process from "Inside out" to "Outside in".
Identify new opportunities.
Discover 'white space' within organizations not previously realized.
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