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Touchpoints Explained
de Nicholas J. Webb par Molli McConnell
publié le 26/08/2019Summary: To deliver the best customer service, you need to know what your customers want and at what point of the customer journey they want it. Nicholas J. Webb has mapped out several “touchpoints” where your customers interact with your business, giving you access to their expectations and needs and the means to meeting them.
Objective: Understand what your customers want and giving it to them when they want it.
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