In This Chapter
Understanding the key ingredients of a customer touchpoint redesign program
Looking at an overview of the touchpoint redesign process
Understanding the PADBES design methodology
Showing your appreciation of the touchpoint redesign team
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 ...