Touchpoint Compass
Shaping a uniform appearance in customer contact together.
The experience of negative or inconsistent communication is a major cause of critical customer feedback at the touchpoint. In the course of the Touchpoint Compass, customer-oriented behaviours are defined and consistently good customer experiences are created through uniform action.
Our approach
- Development of everyday situations including behavioural options in a full-day workshop.
- Online evaluation by relevant persons according to degree of customer orientation and actual behaviour in practice.
- Discussion of the overall opinion in two results workshops and definition of binding behaviour.
Result
Concretely defined behavioural options in everyday work situations are used to create a uniform appearance and a strengthened brand image to the outside world. The employees are strongly involved in the development of a common goal.
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