Читать книгу Digital Marketing - Annmarie Hanlon - Страница 81

Imagine you and your classmates are running a coffee shop.

1 Take five sheets of A3 paper and on each piece write one heading for each element of the service blueprint: 1. Physical evidence; 2. Customer actions; 3. Onstage/visible contact employee actions; 4. Backstage/invisible contact employee actions; 5. Support processes.

2 Split into five groups and identify the actions for each element.

3 Re-group and put the actions in order.

4 What did you learn?

5 How could using a service blueprint improve the customer journey?