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!

A Tool For Creating Outstanding Customer Experiences

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