To not recognize the different points of interaction between client and the company threatens the customer experience
“Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them.”
Kevin Stirtz
It’s very important to draw a map of all points of interaction between the customer and the company, since in each of these stages the clients matures a judgement that will lead him to confirm or abandon the relationship with the brand.
The so–called touchpoints are present in large numbers and they are usually underestimated or ignored by companies. However, it’s necessary to offer in each point of interaction a customer experience that stimulates the consumer to carry on his journey.
Furthermore, the convergence between online and offline channels has made each point of interaction between the client and the company even more complex and articulated.
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The new seminary “How to offer to your clients an ultimate Customer Experience: 6 steps in 6 months”, offered by Italian Customer Intelligence in collaboration with Kerry Bodine, dedicates a significant section to the best practices necessary to map the touchpoints of the customer journey with a company or a brand.
