Customer Touchpoint Management
Customer
International testing service provider
Project
Customer Touchpoint Management
Power range
Marketing & Sales Consulting
Description
Task
Optimization of customer touchpoints to guide customers more successfully through the customer journey.
- Extensively capture, document, and prioritize all touchpoints across all phases of the customer journey.
- Evaluation of touchpoints by customers and non-customers to identify optimization potential.
- Analysis of customer requirements in the relevant touchpoints to select performance features that increase customer satisfaction and delight customers.
- Identification of more than 40 relevant touchpoints to the customer.
- Evaluation of 21 prioritized touchpoints by customers and non-customers.
Result
- Identification and prioritization of 29 performance attributes at touchpoints and evaluation from customer and non-customer perspectives.
- Optimization concept with concrete starting points for measures to increase customer satisfaction.
- Identification
of enthusiasm features as well as cost saving potentials through
Focusing on services that actually contribute to customer satisfaction
Contribute. - Clear prioritization of all measures: Quick wins, short- and medium-term investment recommendations.
Main focus
- Customer Relationship
- Marketing & Sales Consulting
- Taking over the management of customer touchpoints
Your contact
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We will be happy to assist you in building your marketing strategy. From target definition to controlling, we develop a custom-fit solution step by step. You can learn more about our approach here.
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