The next steps In the connection to the Visual representation is created a priority list of touch points to edit. After a gathering of the local situation, a desired or necessary target situation is defined and a Action plan developed. It is running in the proposed time lines. Then, the result on the basis of appropriate measures is reviewed and optimized. He think this one may just not in the old back depressed, namely regarding the touch points from an internal point of view process organization. To alter that would look at a car dealership, for example at the touch point repairs incorrectly so think: we assume the client’s car.

We carry out the necessary repairs. We inform the customer that his car is ready for pickup. We return the vehicle as well as key and papers. We create the invoice and print out. We explain the invoice the customer. We will send the customer to the cashier.

We say goodbye to the customers. In the customer touch point management, we consider this operation from a customer perspective. The formulations are rightly look: the customer calls for the purpose of appointment with us. The customer reverses with the car. The customer logs on to the application. The customer discusses the repair with a Service employees. The customer is waiting for the completion of the repair. The customer picks up his vehicle. The customer gets back the keys and papers. The invoice shows the customers. The customer shall pay at the cash register. The customer will be adopted. The customer moves House. The touchpoints in upper and lower touch points are made at best sorted and optically visible. This sections looks: then will search in the selected touch points to Enttauschungs – OK / excitement factors. Finally will be searched for matching improvement ideas. Represents himself formally in like this: 2.