We continue to update the touch-point card set, and a new set is now available (Cards-PRINT). This is a major update of the cards in two ways.
Firstly, we have added emotion cards to the touch-points. This helps you when evaluating existing services or designing new ones, since you can take into account the emotional journey of the customer. This can either be how they experience the journey (from studies) or how you would like them to experience the journey. We have used them several times, and they do the trick. They get a team to focus upon the customer experience, but not only this, get them to be nuanced about the terms they use. It is much more useful to use a specific emotional term, rather than a vague smiley, in our experience.
Secondly, we have updated the touch-points and added a whole load of technology touch-points, and in addition, many social media touch-points. This beefs up the card pack, so it contains a lot of cards now. It might be getting to the limit of how many cards a pack can have, in terms of practical teamwork.
As always, we are looking for feedback about the cards. This can be comments about how you use the cards, but also what you think of them. If there is a touch-point missing that should be there, then get in touch, and we can add it to the next round.
We are not sending out packs of the cards free of charge any more, but are considering selling the packs in the future.
