PHOENIX – March 19th, 2018 – It’s key to understand and assess all touch points through the eyes of the customer. This map shows common ones in a managed services customer journey.
In our series on improving the customer experience, we’ve discussed how customer experience is more than just the sum of all touch points. That said, each touch point has an impact on the overall customer experience.
Keep in mind that some of the touch points are repetitive, phased or continual rather than a single point in time. All are opportunities to influence the experience your customer has with your company, so it’s key to understand and assess all of them through the eyes of the customer. This map shows common touch points in a managed services customer journey.
For tips on measuring these touchpoints, see our slide show, “Poll Don’t Pester: 7 Ways to Measure Customer Experience at Key Touch Points Without Driving Your Customers Crazy.”