![]() ![]() Actions here are separated from onstage service delivery by the line of visibility. The next part of the Service Blueprint is the “backstage” invisible actions of employees that impact customers. Backstage actions taken by employees that are not visible to the customer.During these moments of truth, customers judge your quality and make decisions regarding future purchases. Each time the line of interaction is crossed through an interaction between a customer and contact employee (or self service technology), a moment of truth occurs. Service delivery actions by frontline customer contact employees are shown here. These are separated from the customer by the line of interaction. Onstage visible actions by employees are the face-to-face contacts with the customer during the service delivery. The onstage visible actions taken by employees.Customer actions are central to the Service Blueprint, so they are described first. In a Service Blueprint, customer actions are usually depicted in sequence, from start to finish. This include all the steps a customer takes during the service delivery process. Our example shows a simple blueprint for a one-night stay in a hotel. There are five components of a service blueprint. As a visualization tool, Service Blueprinting will generate new service ideas and identify gaps in current service quality that are impacting customer loyalty. This column continues our discussion of Service Blueprinting, a technique that supports several of these steps. ![]()
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