iTeam Blog Get a Handle on Customer Experience with Engineered Touch Points

Every business wants their customers to have a great experience so they tell their friends and come back for more. Every time your business interacts with your customer, you are contributing collectively to their experience . . . from the first marketing communication through the sale, delivery, invoice, and satisfaction follow-up . . . the end-to-end process collectively creates an impression. Throughout this process, every customer touch point --- be it in-person, by email, by phone, or by social networking --- is an opportunity to deliver a great or mediocre experience. An outstanding performance at one touch point can be negated by a calamity at a different touch point.