The missed opportunity

Dropping the ball

As the title suggests it’s happened, you missed it! You can lament it passing even castigate yourself for it but the moment passed. You entered someone’s space for 20 seconds and you wasted the chance to strike up a conversation.

Touch points are important to communicators and mapping them in both small and large organisations is the only way you get to plan what someone sees whenever you appear in their space.

• The call waiting recording
• The email footer
• The carrier bag
• The receipt

These are all moments when you could touch someone with a message or ask for help. And the more personal it is the better.

Plan the story carefully, map the touch points that bring the viewer back to you so they can see the whole context of the story you want to share and the interaction you want to provide. Leave nothing to chance and measure how effective all your touch points are.