During our last Meetup: Service Blueprinting – going beyond customer insights; there were a few questions about where and how measurement fits in to the blueprinting approach. So this month we will dive into that subject – how to apply meaningful measurement to service blueprinting.
One of our members, Mark Hocknell is skilled in using PuMP (the performance measurement methodology developed by Stacey Barr) and applying it to customer journeys, CX projects and service blueprinting. Mark will give us an overview of this approach to performance measurement, then demonstrate two way of applying this approach to customer journeys and service blueprinting. We are also planning for some time to try this approach hands-on.
Please also check out our NEW LinkedIn group: https://www.linkedin.com/groups/12220368/ A place for us to share Meetup related content and interact between Meetups. Join the group to stay in touch!