241: (Tip) Understanding Customer Touchpoints

Crack the Customer Code

Jeannie shares tips for understanding customer touchpoints from the customer’s perspective and taking action.

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Understanding customer touchpoints for what they really are is essential to mapping and evaluating the true customer experience. But common definitions don’t give us an understanding we can act on, and there’s a lot of bad information out there!

A watered-down customer touchpoint definition may fit nicely on a page for the general public, but it won’t help you understand what’s really happening with your customers.

"Put yourself in the customer’s shoes as much as you can…” -Jeannie Walters

Today, Jeannie is giving you her expert definition so you can identify those moments that matter most to customers and take action. User her tips to get started today!

Related Content

• 360Connext® post, Touchpoint Mapping: Discovery, Enlightenment, and A-HA! Moments
• Customers That Stick® post, Turn Your Customer Experience Inside Out
• Episode 222: 120: Jim Kalbach, Experience Mapping Expert
• Episode 235: Customer Experience Touchpoint Tips
• We're on C-Suite Radio! Check it out for more great podcasts

Free Webinar On Demand

Jeannie is a Certified Customer Experience Professional (CCXP) who has held highly engaging Customer Experience Mission workshops for larger audiences, and customized ones for clients with outstanding results. Sign up to learn how to start your own Customer Experience Mission for free!

• Make your mission statement meaningful both to customers and employees
• Ensure customer-facing employees meet and exceed expectations
• Turn ordinary processes into a conduit for your mission
• Steps for creating a mission your team will be proud to get behind

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