All the business enterprises touch and is touched by consumers in different ways at different touchpoints: points of electronic interaction individual, merchandise, service, communication, spatial, and/or collectively representing the interface between an enterprise and its particular customers. Like any good architect conceiving of and giving shape to a building or a space, the business must conceive, design, implement, and manage these touchpoints with the principal aim of developing a powerful customer experience at all touchpoints over the course of the whole relationship cycle.
This informative article addresses this essential challenge in three phases. First, it makes the claim for a holistic method of the totality of touchpoints across all portions of the enterprise and all phases of the customer relationship cycle. Subsequently, it offers a methodology for drawing up customer touchpoint blueprints. Finally, it implies five crucial prerequisites for touchpoint architecture that is powerful.
Toward a Compelling Customer Touchpoint Architecture Case Study Solution
PUBLICATION DATE: March 15, 2013 PRODUCT #: BH521-HCB-ENG
This is just an excerpt. This case is about COMMUNICATION
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