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

Torsten Kiesslich

Board of Directors

UGW AG

References from the same area