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BRIDGEPOINT FINANCE / GLOBAL

Consulting Toolkits

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BRIDGEPOINT FINANCE
BRIDGEPOINT FINANCE / BUSINESS TOOLS

Customer experience

See the service through the customer’s eyes.

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All toolkits

Customer experience

Customer experience, service and product teams

See the service through the customer’s eyes.

9 components

Illustrative previews with fictional data. Your toolkit is generated for your business.

Assumptions and fictional examples are labelled; no financial forecast is guaranteed.

Customer journey slide, fictional exampleCustomer journey

Moments, friction and opportunities across service.

Illustrative previews with fictional data. Your toolkit is generated for your business.
Customer needs slide, fictional exampleCustomer needs

Observed needs separated from assumptions.

Illustrative previews with fictional data. Your toolkit is generated for your business.
Feedback pulse slide, fictional exampleFeedback pulse

A fictional feedback distribution with response themes.

Illustrative previews with fictional data. Your toolkit is generated for your business.
Service blueprint slide, fictional exampleService blueprint

Frontstage and backstage responsibilities.

Illustrative previews with fictional data. Your toolkit is generated for your business.
Close the loop slide, fictional exampleClose the loop

A feedback-to-action response workflow.

Illustrative previews with fictional data. Your toolkit is generated for your business.
Experience roadmap slide, fictional exampleExperience roadmap

Service improvements staged by effort and value.

Illustrative previews with fictional data. Your toolkit is generated for your business.

components

Included formats

01

Customer journey map

Map customer stages, needs, moments and friction points.

PowerPoint
02

Customer empathy map

Organize what customers say, think, do, feel and need to resolve.

PowerPoint
03

NPS feedback review

Review customer feedback themes and follow-up using supplied responses.

Excel
04

Service blueprint

Connect customer actions, visible service and backstage operations.

PowerPoint
05

Voice of customer plan

Gather customer signals across feedback, support and research.

Word
06

Complaint resolution workflow

Define intake, triage, resolution, escalation and learning.

Word
07

Customer service standards

Set service principles, response expectations and quality checks.

Word
08

Customer experience metrics

Choose definitions, sources, owners and review cadence for CX measures.

Excel
09

Customer onboarding journey

Guide a new customer from commitment to first value.

Word