Identify
Customer Segment
   

Identify
Touchpoints

   
Prioritize By
Customer
Importance
   
Assess Resource
Allocation
The TouchPoint AssessmentSM identifies all touchpoints for a given customer segment and assesses their criticality against customer importance and value in the customer experience. Resource allocation at each touchpoint is reviewed for alignment against customer value.
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“In the 1980s quality was a differentiator. In the 1990s, I think brand was a differentiator. My own view is that for the 2000's the customer experience will be the differentiator.”
Ian McAllister, former Chairman, Ford Motor Company Ltd.
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