Service Blueprinting
Service Blueprinting is the process of mapping out all the activities involved in the delivery of a service. This encompasses mapping a series of staff actions to every customer action, in order to achieve the desired outcome for the customer.
This blueprint once established can enable your organisation to optimise service delivery, reduce associated costs and improve both customer and staff engagement.
Bullseye CX can help your organisation create comprehensive service blueprints for each customer touchpoint that can facilitate the smooth delivery of a positive customer experience.
Benefits of Service Blueprinting
Service Blueprints act as a template for any activities staff need to carry out in order to fulfill service delivery. It also establishes the responsibility of each team member and removes any ambiguity, hence creating increase accountability.
How It Works
Service Blueprinting considers all possible customer actions across the various touch points they may encounter, and allocates:
- Appearance and ambience of the location
- Appearance of staff
- Customer facing staff actions
- Back-of-house staff actions
- Any resources required in order to fulfill a service
Customer Journey Mapping
Customer Journey Mapping, a key component of Service Blueprinting, is the process or mapping out all the decisions that the customer may make at each touchpoint, as they try to achieve their desired outcome from a service.
This process allows organisations to establish SOPs to manage any possible customer decision and minimise the risk of unsatisfactory service.
A good customer journey map feeds into the service blueprint to bring consistency into service delivery and increase the positive interactions customers have during service delivery, resulting in repeat visitation or purchase.
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The Member Alignment Program that Bullseye CX developed really got our staff thinking what drives our members purchase decisions. Bullseye CX has helped us achieve some great trading results with profits that have not been enjoyed for years. "
We knew that great service would drive our business forward, BullsEye CX creates a tangible structure that binds together a range of customer service tactics. The Service Blueprinting program allowed us to identify what members really want in a service-package and gave us a tool to measure changes in customer satisfaction. "
The Program developed by BullsEye CX really gave me a better understanding of which customers were walking away from my business. The “reconnecting lost members” program provided a great ROI and impacted positively on our profit. "
Bullseye CX’s MaCSEER yielded valuable insights into improving the customer experience for our members across the Mounties Group. Of particular value was Bullseye CX’s work around Employee Engagement that revealed opportunities to improve our front-line service capability. "
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