The Customer Lens: An Approach to Customer Touch-Point Analysis
Few marketers would dispute the statement that it is the sum of all customers’ interactions with a company, over time, that ultimately creates or destroys that company’s brand value. Yet few companies take the time to look at their own business practices comprehensively through the lens of their customers to understand how they measure up to their customers’ needs and expectations.
Does each customer interaction live … [ Read more ]
Content: Article | Author: Barre Blake | Source: MarketingProfs | Subjects: Customer Related, Marketing / Sales