Monday, August 17, 2015

Moment Mapping

Moment Mapping is a term used to describe how managers can learn to see the customer experience from the customer's point of view. Moment mapping involves recording or collecting information about each interaction a customer goes through n a typical process. This information can then be used to drive process improvement.

The following video is really helpful to understand the power of moment mapping. A Norwich Union Insurance manager describes how the company used a customer experience moment mapping technique (provided by a consultant) to experience their own service as if they were a customer. From the experience, they learned how to simplify their claims process, cut costs, increase profitability and increase customer satisfaction levels.

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