Best Customer Experience: Touchpoint Management
With so many customer touchpoints in place, do you want to focus on those that contribute the most to a positive customer experience and are the most economically effective?
Within the framework of customer touchpoint management, we are happy to support you with these questions. The first step can be a descriptive analysis of the customer touchpoints, which systematically records all touchpoints in the respective phases and process steps of the customer journey. A survey of stakeholders and customers can then be used to evaluate and prioritize the touchpoints in terms of their scope and relevance. In an expansion stage, it is possible to enrich the touchpoint usage of different customer target groups with customer profile data in order to achieve a forecast of the touchpoint effectiveness and an optimal customer experience for the respective customer target groups. Overall, touchpoint management helps to optimize the “touchpoint mix” from a business perspective and to allocate the marketing budget to the most effective touchpoints to achieve a positive customer experience.
Your added value and benefit of our Touchpoint Management offering:
Other relevant components from our service portfolio in this context: