We are all familiar with the ‘dry’ definition of Customer Experience. We all know that it is the sum of all interactions a customer has with a brand across all channels and at various touch points. We have also learned that the experience is defined by the customers and their memories from the entire process.
However, knowing what is considered a good customer experience does not assure that one knows how to provide it.
Creating a good customer experience means understanding and nurturing each and every touch point, which means that the quality of the experience depends on many variables.
So what touch points are important to your customers, and how can you make sure they have everything your customers want?