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The truth about customer experience

Touchpoint matters, but it's the full journey that really counts

Published October 2014

Companies have long emphasized touchpoints - the many critical moments when customers interact with the organisation and its offerings on their way to purchase and after. But the narrow focus on maximising satisfaction at the moments an create a distorted picture, suggesting that customers are happier with the company than they actually are. It also diverts attention from the bigger - and more important - picture: the customer's end-to-end journey.

To enhance the customer experience at every touchpoint, consider implementing a service and support solution that empowers technicians with the speed, simplicity and flexibility to seamlessly engage customers in the right way, at the right time.