Posted on February 4, 2010 by Dennis Snow
Fellow consultant and blogger Mari Pat Varga recently asked me to be a guest blogger on her site. Specifically, she wanted me to discuss the customer experience improvement tool that I call "Service Mapping," which helps organizations design their processes with the "lens of the customer" in mind.
In the blog post (the link is below) Mari Pat also included a clip from one of my presentations in which I describe how to get the most from the Service Mapping tool.
I hope you find the tool to be valuable in your service improvement efforts!