Client Services > Loyalty > Customer Touchpoint Management
 Loyalty Research Solution
Customer Touchpoint Management
Today’s customers have more ways than ever to interface and communicate
with product and service providers. With so many points of interaction to
manage, organizations across industries are challenged to provide a consistent
– and consistently satisfying – customer experience that fulfills their
brand promise at each and every touchpoint: in person, online, on the phone and
at kiosks, for example.
Operational Blueprint
To answer these requirements, our senior consultants and research experts
utilize a unique and well-established methodology to develop an
operational blueprint that can be applied across your customer-facing channels.
The goal is to bring your touchpoint investments in line with the expectations
of your customer segments, assign the right resources to support each touchpoint,
and balance service costs with the expected returns.
An Example of Aligning One Touchpoint Across Three Customer Segments
Among other things, the example reveals that only this company’s largest
customer segment requires a more expensive solution to providing technical
support.
Contact Us
To learn more about loyalty research and our portfolio of solutions, contact us at info@harrisinteractive.com
or call 877.919.4765.
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