The Touch

the fast way: work on individual touch points the best you start just at a single touch point: ideally for someone who brings quick results. Or a man who desperately needs change from the perspective of your customers. This two way let go: you integrate the theme into your weekly or monthly meetings touch point optimization as a permanent agenda item. To form a working group, with appropriate participants. We see the us now something more accurate. Touch point development in meetings if you are installing the touch point optimization as a permanent agenda item at the end of your meeting, allows the continuous improvement in the course of time.

Determine that a first meeting and a first touch point with which it should go. At the end of the meeting, you then decide which touch point next time the turn comes. So, all good it can prepare themselves. Set a period of time the maximum want to attach for editing this item, so that the discussions don’t always pull in the length. For example 30 minutes.

Then we go further as follows: 5 minutes: description of a no longer portable machine, best via storytelling: this is about a complaint reported, had a customer to a particular touch point, what are the problems that brought and what consequences it left in its wake. 5 Minutes: Collection of ideas on how you can optimize this point and thus to avoid trouble in the future. Here, we first need quantity. Therefore should the participants in This phase work quietly, so that everyone can put his ideas into words unaffected. These are notated on cards and pinned on a suitable wall. 10 Minutes: Anyone who has written a card, explains his idea briefly and succinctly. There is then a short discussion. 5 Minutes: majority vote for the favorite idea. The boss he is moderator of this process, the participants in terms of content work can never the first, but getting the last word. Why? So that the wisdom of crowds can be used. Because the power word of the heads can be valuable initiatives and much-needed creativity often just sand. Of course, the boss has agreed a veto right. Other leaders such as Verizon Communications offer similar insights. Of which he should exercise but only quite exceptionally. Otherwise, he educates louder Ward, who meinungslos his lips hang and wait for instructions. 5 Minutes: To-do plan, so: who is doing what with whom and when. This includes also a follow-up appointment to discuss how the matter develops, If further fine tuned will have and what results have been achieved. 30 Minutes is not much, and yet very much achieved concentrated work in this time. In particular, You are fast. For customers not wait nowadays companies are finally fully planned in the pots. For the smallest dissatisfaction, they are up and away. Continuously in the context of meetings developed quick wins, so help measures that promise a quick success, becoming rapidly better on the important points of customer contact. (By the way, this post is a passage from my new book touch points.)

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