Example: Retail Services

The Customer DiscoverySM showed that class times and instructors were the most critical touchpoints in the TouchPoint AssessmentSM for the core service. This led to immediate organizational changes to build customer satisfaction. Growth opportunities were identified to drive customer acquisition, and brand extension services were launched to build customer penetration; goals identified in the MarketView AssessmentSM.

		The founder of a revolutionary fitness approach needed to better understand customer expectations and touchpoint issues to enhance the delivery of services and increase customer acquisition and retention across locations.
	Business Challenge

	Our Approach	We isolated three TPUs to focus on fitness facility usage.



	Results	The Customer DiscoverySM showed that class times and instructors were the most critical touchpoints in the TouchPoint AssessmentSM for the core service. This led to immediate organizational changes to build customer satisfaction. Growth opportunities were identified to drive customer acquisition, and brand extension services were launched to build customer penetration; goals identified in the MarketView AssessmentSM.