“In our research and consulting on customer journeys, we’ve found that organizations able to skillfully manage the entire experience reap enormous rewards: enhanced customer satisfaction, reduced churn, increased revenue, and greater employee satisfaction. They also discover more-effective ways to collaborate across functions and levels, a process that delivers gains throughout the company.”
- Harvard Business Review
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The Buyer’s Journey Is Not As Simple As Moving From Point A To Point B!
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There Are Many Touch Points – Or Dots – To Connect To Create A Good Customer Experience!
Here Are 10 Customer Experiences Touch Points You Need To Pay Attention To!
Keep my experience simple & easy.
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Educate & communicate with me.
9
Quickly resolve the bumpy road.
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Personalize my experience.
13
Make it easy for me to #humblebrag.
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Make me feel safe.
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Always be available for me.
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Surprise & delight me!
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Be mobile for me.
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Create a circle of trust for me.
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Respect my privacy.
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So, here’s to connecting those dots to create a happy customer experience – and not a scary one!
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Scary Experience Happy Experience
(cheese steak)
Have A Great Customer Experience? Share It With Me! �