Customer Touch-point Mapping Template

Use this blank Touch-point Map template to design (or redesign) memorable experiences for customers served by your business or social enterprise. The template can also be used with employees, suppliers, partners, and other key stakeholders.

Here is an example of a Customer Touch-point Map developed and utilized by a major library system on the east coast of the U.S. during the last “great recession” over a decade ago. The business research team of this community-focused library found itself overwhelmed by requests for service from struggling businesses in the city and region.

The template and process is also referenced in these sections of the WIIN Learning Platform:

Published by Mark Livingston

Coach Mark is a Certified Pickleball Coach, Teaching Professional, Rating Specialist, and Director of an IPTPA Training and Testing Center. Learn more at

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