Improve Customer Service By Making a Blueprint Of Your Customer Service Process

Today’s best managers know the importance of providing excellent customer service, and work hard to continually improve it. Unlike physical goods, services are made up of a series of events or steps that unfold over time. Today’s best managers know that it is difficult to provide customers with a unique, or hopefully transforming, customer experience. One way to help improve customer service is by making a visual representation of the steps in your customer service process, called a blueprint, and then working on improving each step of that process.

Source: Bitner, M. J., Ostrom, A. L., & Morgan, F. N. 2008, Spring. Service blueprinting: A practical technique for service innovation. California Management Review, 50, 66-94.