Steps to Improve Customer Engagement

Increasingly, providing a good customer experience correlates to the financial success of the company. Laura Patterson on the CustomerThink blog says that companies need to identify customer touch points, measure their effectiveness and use them to create a map of the customer experience. Here are steps to do just that: Take Stock of Customer Touch […]

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Defining “Touchpoint”

Managing customer relationships can be difficult if you can’t accurately define what constitutes a “relationship”, a “customer experience, or indeed, even a “customer”. Daryl Choy on CustomerThink.com pulls together a definition of “touchpoint” from several sources. A customer relationship can be understood as a series of touchpoints. Some pare it down further by defining customer […]

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