Touchpoints Bring the Customer Experience to Life

“Taking the time and effort to look at your touchpoints not just as isolated mini-experiences, but as a collective whole, will help you shape them for a better customer experience, and perhaps even point to opportunities to invent new types of touchpoints, as Progressive did. Or, perhaps there are some touchpoints you have been overly reliant on third-parties who are not not upholding their place in the journey.” (Adam Richardson ~ Harcard Business Review)

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