Every time the customer experiences your company in any way, it’s called a touchpoint.
When they see your ad, that’s a touch point. When they call you, their experience on the phone is a touch point. When you deliver, or when they get an email or piece of mail or when they walk into your restroom – these are all individual touchpoints.
The overall customer experience is what they will make decisions on. We can start crafting the customer experience and make it far better by taking on touchpoint at a time and making it exceptional.
For example, if we tell all of our representatives to begin saying “Is there anything else I can do for you today? I have the time”, that is making one touchpoint better.
What touchpoint can you make better today?
Welcome to all the new SOE members. You just made a great leap forward in your new life. Again welcome you have the best mentor in Larry anyone can ask for.