30 April 2006


TXM is about managing touchpoint experience.

To recap, a touchpoint is every point of interaction, internal and external, seen and unseen. An experience is a subjective feeling about the interactions of one individual with the event and with other individual.

Touchpoint eXperience is "the result of interaction of one person with other person, information, and deliverable through feeling (see, hear, touch, taste, smell), thinking, and hiring."

Internal touchpoint refers to every point of interaction within an enterprise. External refers to every touchpoint between the enterprise and the market. Right things get right when Touchpoint eXperience Excellence (TXE) is achieved both internally and externally.

Touchpoint eXperience (TX) can be positive, indifferent, or negative, depending on expecation fulfillment. Positive TX arises when beyond expectations. Indifferent when meet expectations. Negative when below expectations. This is the BMB Index.

In 2003 Special Edition McKinsey Quarterly, Jonathan D Day says "strategy is about deciding what to do, execution about getting it done. Today, in a business world marked by rapid change, continuing but erratic globalization, and the complex objectives of shareholder value, social responsibility, and corporate stability, the task of getting organization right is more important than ever." What Day suggests is internal Touchpoint eXperience Management.

[i = e]PID is about People [produce = hire] Deliverables based on Information available, where P / I / D are the key factors affecting touchpoint experience.

The optimal communication model should include sender, message, receiver and feedback. In PID, receiver and feedback seem to be missing. Is it true?

Not really.

When i and e interacts, this completes the communication loop. eP is the receiver, and iP is the sender.

No comments: