“Touchpoint Choreography” from a Customer’s Perspective

“Touchpoint Choreography” from a Customer’s Perspective

Phil Winters

Description

How can a company possibly manage all the potential channels of communication out there and still ensure a delightful customer experience? Today’s customer BOTH expects to exercise free choice in how and when to interact with a (prospective) supplier AND has the power to make his/her disappointment known very publicly and very quickly. By taking the customer’s perspective, not only can you better understand how your different customer groups make their purchase decisions, you can also start setting priorities for customer communication in this new digital world. This keynote provides a straightforward approach for orchestrating customer interactions in keeping with the way your customers make purchase decisions (customer journey map), using examples from around the globe.