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Customer Touchpoints and Service Domain

Customer Touchpoints and Service Domain

What it is

Domain expertise that we deploy in order to expose the organization to the heart of your business, your client or customer touchpoints and experience.

Why you might need it

At the core of your initiatives is an interaction with a customer, either external or internal. Establishing where your organization touches a customer, the values at each touchpoint, and how to recover when things go wrong. It’s important to realize that although a fraction of the workforce touches customer, the entire organization has an impact on this critical relationship.

Rationale and Outcomes

Business Objectives

Learning Objectives
  1. Increase customer satisfaction levels
  2. Reduce returns, complaints
  3. Increase revenue
  4. Increase average revenue
  1. Identify touchpoints
  2. Identify customer segment or types
  3. Match touchpoints and values
  4. Evaluate positive and negative scenarios
  5. Identify relationship make or break
  6. scenarios
  7. Establish guidelines for recovery

Contact us for customer touchpoint training content

Please fill out the form below and an account representative will get back to you with details on how we can help create customized customer service and touchpoint mapping products to meet you objectives and your constraints.

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