Toward a Compelling Customer Touchpoint Architecture Case Solution & Answer

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This Case is aboutÂ CUSTOMERS

PUBLICATION DATE: March 15, 2013 PRODUCT #: BH521-HCB-ENG

All the business enterprises touches and is touched by consumers in various ways at different touchpoints: points of electronic interaction person, merchandise, service, communicating, spatial, and/or together making up the interface between an enterprise and its own customers.

Like some good architect conceive of and give shape to a structure or a space, the venture must conceive, plan, implement, and administer these touchpoints with the mid goal of increasing a compelling customer experience at all the touchpoints over the route of the complete relationship cycle. This article deal with this central challenge in three phases.

Toward a Compelling Customer Touchpoint Architecture Case Solution

This informative article addresses this fundamental challenge in three phases. It makes the claim for a holistic way of the totality of touchpoints across all phases of the customer relationship cycle and all elements of the business. Subsequently, it provides a methodology for drawing up customer touchpoint patterns. Lastly, it indicates five essential conditions for touchpoint design that is powerful.