Journey to customer enthusiasm
Many potential touchpoints with customers are not used to best effect. If companies recognize these opportunities, they can create individual experiences that generate real enthusiasm.more information
Each phase contains a large number of potential touchpoints that allow companies to interact either directly or indirectly with customers. Targeted management of these interactions helps create seamless transitions and in turn a consistently positive experience. Examples of touchpoints include product availability checks at branch office websites as well as direct customer contact in-store or at pop-up stores.
Survey/graphics: © Porsche Consulting | Basis: survey commissioned by Porsche Consulting GmbH and performed by Forsa market research institute (December 2015).
To collect data on customer satisfaction, a total of 1,013 persons 25+ years of age living in private German households were surveyed by phone (multi-stage stratified random sampling).