Will your customer experience be competitive by 2015?by
Organisations are losing control over their customer experiences, altering the landscape of customer experience forever — yet those that understand and embrace this today will be closer to their customers than any competitor will in the years to come.
- The 'moments of truth' where you interact with customers.
- All touchpoints at each interaction, including categorisation by type (human, interactive or static).
- How touchpoints work individually, or in sequence ('touchpoint paths') to move customers through the relationship lifecycle and closer to your company.
- The most important touchpoints with regards to: acquisition and retention; calue to your business and value to customers; ability to generate revenue (or cost to create and maintain); efficacy at meeting both business and customer needs.
- Gaps where touchpoints should exist but don’t.
- Redundancies where touchpoints exist but shouldn’t.
Michael Hinshaw is managing director of MCorp Consulting, a San Francisco Bay Area-based research, brand and customer experience consultancy that maps and improves the touchpoints between organizations and their customers
Michael Hinshaw is Founder and President of McorpCX, a customer experience consultancy and services firm based in the San Francisco area, working with enterprises across the globe. An innovative executive, speaker, educator, and...