Mapping customer journey touchpoints often misses the most important part of the journey – memory. Perhaps the memory of the experience is more important than the experience itself.
Fantastic POV which I share. Over 10 years ago I started writing about customer service, success, and experience. My premise then was that there was no such thing as one-size fits all and that the discipline required a more balanced approach.
My answers
Mapping customer journey touchpoints often misses the most important part of the journey – memory. Perhaps the memory of the experience is more important than the experience itself.
https://pivotpointsolutions.net/2013/01/14/creating-memorable-customer-e...
Fantastic POV which I share. Over 10 years ago I started writing about customer service, success, and experience. My premise then was that there was no such thing as one-size fits all and that the discipline required a more balanced approach.
A link to my attempt to focus my efforts and to temper reader's expectations.
https://pivotpointsolutions.net/2009/06/14/why-pivot-point/
Thank you for doing a better job of explaining it. (I'll be linking back to this article as a fuller explanation.)