Archives: Templates

A touchpoint refers to any interaction or point of contact that a customer has with a company during their journey. Touchpoints can occur at various stages of the customer journey, from initial awareness of a company’s products or services, to post-purchase support and beyond.

Touchpoints can be physical (such as visiting a store or interacting with a sales representative) or digital (such as using a company’s website, mobile app, or social media channels). They can also be proactive (such as a sales call or promotional email) or reactive (such as a customer service call or complaint).

Each touchpoint represents an opportunity for a company to engage with its customers and make a positive impact on their experience. Touchpoints can influence a customer’s perceptions of a company, and if handled well, can lead to increased customer satisfaction, loyalty, and advocacy.

When mapping the customer journey, it is important to consider all of the different touchpoints that a customer may encounter, and to design them to be as positive and seamless as possible. This can help to create a more consistent and enjoyable customer experience and increase customer satisfaction and loyalty.

In a Strategic Roadmap, the symbol Timeframe is used to represent a specific period of time or a range of time during which a project, initiative, or objective will be executed. It usually appears as a horizontal bar or a line on the roadmap, and its length or position can indicate the duration or start/end date of the associated activity.

For example, in a Strategic Roadmap for a software development company, the Timeframe symbol might represent a six-month period during which the company plans to release a new product. The length and position of the symbol on the roadmap would indicate the start and end dates of the development, testing, and launch phases of the project. By including the Timeframe symbol on the roadmap, stakeholders can quickly understand the timing and duration of the company’s initiatives and plan their own activities accordingly.

A threat refers to a negative external factor that can impact a process, workflow, or journey. It is a potential risk or challenge that needs to be recognized and addressed. For example, in a customer journey map, a threat might refer to a new competitor or a change in regulations that can impact the business.

The symbol of things typically represents the physical or digital assets that are involved in the ecosystem. These assets might include products, services, infrastructure, and other resources that are used or consumed by the businesses and stakeholders in the ecosystem.

For example, in an e-commerce ecosystem, the things symbol might represent the products that are sold online, the warehouses where they are stored, or the delivery trucks that transport them. In a transportation ecosystem, the things symbol might represent the vehicles, roads, and other physical infrastructure that are used to move people and goods.