Because customers have different experiences in different episodes and channels, with the touchpoints you can dive into the map even more. And we created 3 parameters per touchpoint that you can score on a scale from 1 to 5. When you present your Milkymap, you can order these parameters.

Customer satisfaction: this score indicates the satisfaction of the customers in each touchpoint.
Importance to customer: for each touchpoint you can score the importance that touchpoint has for the customer's point of view.
Importance to organization: you can score the importance a touchpoint has for the organization, because some touchpoints have a higher risk for complaints, customers leaving the journey or huge sales opportunities occur during this touchpoint.

More information on creating stunning touchpoints, click here.

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