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Customer Experience For Dummies by Bob Kelleher, Roy Barnes

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Chapter 10

Plan Up: Redesigning Your Touchpoint Program in Four Weeks

In This Chapter

arrow Understanding the key ingredients of a customer touchpoint redesign program

arrow Looking at an overview of the touchpoint redesign process

arrow Understanding the PADBES design methodology

arrow Showing your appreciation of the touchpoint redesign team

arrow Going bigger with larger-scale, cross-touchpoint redesign efforts

Touchpoint management is a major component of improving customer engagement. A touchpoint is, in a nutshell, any human interaction your customers have during the entire duration of their interaction with your business. Designing a plan for managing these touchpoints well is crucial.

It’s a fact: We humans have grand visions and even grander appetites. We want to do big things, fast. All too often, however, our tendency is to take on too much, bite off more than we can chew, burn the candle at both ends, spread ourselves too thin, and other idioms that mean we try to do too much without taking the time ...

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