Touchstone™
Identify your gaps and prioritise action
By assessing the intention of your business, the reality at the point of delivery and the impact on customers, Touchstone highlights current gaps in delivering against your promises. It prioritises required actions, allowing you to deliver a better customer experience every time. The result is increased loyalty and profitability.
Touchstone identifies the difference between what your brand promises, your customers expect, and your people and partners understand, believe and deliver.
A Touchstone assessment provides a three level report:
- An instant view of your strengths and identifies those areas that require attention
- A ‘traffic light’ report, identifying priorities across 16 key areas
- Detailed individual reports showing performance for each of the 16 customer experience focus areas, indicating gaps between Intention, Reality and Impact for each.
We will typically choose two or three priority areas as the basis for a workshop to explore the potential causes of the results and develop a clear action plan for next steps.
