Service Attract Stage

Blueprint Customer Emotions 

(customer/s) Contemplative Optimistic Overwhelmed Curious Hopeful Cautious Anxious Excited Determined Hopeful Anxious Pleased Anxious Bored Frustrated

This is a sample of one stage within a 

service blueprint. Your business or 
Customer Actions 
organization may have multiple stages 
(customer/s) Customer has a Customer talks with their Customer attempts to Customer engages Customer validates Customer waits Customer attends  Customer reviews  Customer asks for  Customer waits for  Customer accepts  Customer asks to revise 
involved. For details on the stages and  challenge or problem internal team solve themselves
Customer researches CX
Emerge Emerge w/questions for proposal proposal review meeting proposal internally proposal changes proposal changes proposal, Scope initiated
Customer waits for Scope Customer reviews Scope
Scope

instructions on how to start your own 

blueprint, refer to our article "Visualize & 
Improve Customer Experience & Business 
Touchpoint
Operations Using a Service Blueprint". Contact form, conversation 
Email or verbal  email 1st, conversation 
Emerge conversion tool between customer and  email to sales email Review PDF slides email email email or verbal approval review docs (pdf + ?)
conversation 2nd
sales, consultative meeting

Line of Interaction
Time Time
Frontstage
(people) Sales responds to inquiry
Sales emails customer 
Sales keeps in touch
Sales conducts 
Sales keeps in touch
Sales acknowledge of 
Sales keeps in touch
sales confirms receipt of  sales + coo, managing 
coo+managing director 
walks through sow/msa as 
coo+managing director 
acknowledging receipt of 
w/questions + answers walkthrough of proposal revisions approval director communicate
helpful revisions

Line of Visibility
Backstage
leadership + creative 
leadership + creative  Leadership qualifies  Leadership works on 
performs industry  All people doing backlog  COO ensures access +  Sales engages leadership  leadership revises  coo+managing director  coo+managing director 
People/Actions research on topical 
learning about audience 
activities awareness (SEO, Clutch)
prospect, advises sales 
for answers
proposal + estimates time 
proposal and/or time/$$ draft sow finalize sow or move on
dynamics involved where needed & cost
problems

Internal project backlog 

Tools/Processes Audience Profiles
spreadsheet
Capabilities deck Proposal Proposal sow/msa template

Line of Internal
Interaction
Support processes
marketing automation + 
Industry conferences,  backlog maintenance &  template maintenance + 
awareness maintenance  Sales management tools
events, trainings, coaching upkeep upkeep
company

www.emergeinteractive.com