A whiteboard sketch about an integrated online feedback strategy including online channels, web site, analytics, crm, customer feedback and recommendations. This Map is made for printshops, the basic structure could be used for any other business with some changes.

The key element of the strategy is the “Electronic Line Of Visibility (eLOV)”. The “Line Of Visibility” is a strategy to describe the areas of contact with customers. eLOV does the same for online communication. The idea of the map is to close feedback loops between customers and employees as well as employees only.

Inspired by the Contact 2.0 Strategy by Marc Keating, Chris Brogans Trust Agents and Thomas Scheuer’s Marketing für Dienstleister.