MANAGING THE CUSTOMER EXPERIENCE TOUCH POINTS
Added on -2020-12-09
This will help in proper management of the customer will help in proper planning of the operations this will help in proper planning of the needs that will lead the firm to improve the organizational needs and functions of the organisation. SOME MA J O R T OUCH POINTS A R E Social media |Word of mouth publicity |Advertising |Company's website |Telecommunication |Transactional emails |Help center | |The most famous and widely used touch point that helps the organisation to set the improvement measures
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MANAGING THE CUSTOMER EXPERIENCE
TOUCHPOINTSAtouchpointisalocationorpointofinterestthatimpactstheoverall operationsoftheorganisation.Thiswillhelp in inducingtheproperconnectivitywiththecustomersandthiswillhelpinpropermeetingoftheoperations.Thetouchpointsthatwillbecarriedoutwillbecarriedoutthatwillhelpinproperplacingofthecommunicationprocesswiththeorganisation. Thiswillhelpinpropermanagementoftheoperationsandotheractionplansthatwillhelp inmeetingthefunctionalrequirementsoftheorganisation. Thiswillhelp inpropermanagementofthecustomerwillhelpinproperplanningoftheoperationsthiswillhelpin properplanningoftheneedsthatwillleadthefirmtoimprovetheorganizationalneedsandfunctionsoftheorganisation.SOMEMAJORTOUCHPOINTSARESocialmediaWordofmouthpublicityAdvertisingCompany'swebsiteTelecommunicationTransactionalemailsHelpcenterThemostfamousandwidelyusedtouchpointthathelpstheorganisationtosettheimprovementmeasuresthatwillhelpinimprovingtheseoperationsinmosteffectiveandsuitablemanner.ThisistheindicativeofefficiencyandextentoftrustlevelthathelpstheG4Stosellout itsproductsandservices.ThistouchpointisusedtoimprovetheawarenessabouttheproductorservicethatisbeenDevelopedbytheG4S.Ithelpsinprovidingtheinformationabouttheservicesandactionplanthatisbeenimprovingtheservicesandproductsoffered bythefirm.This isaconvenientbutnotasatisfactorytouchpointandmayleadtoaconditionofconfusionandconflictthatcanimpacttheoveralloperationsoftheorganisationandthuswill helpinmeetingtheneedsoftheorganisation.Thiswillhelpinkeepingaconnectivitywiththesuppliers,investorsandbuyerstokeep acheckonmonitoringofservicesandfinancialoperationsthat arebeenundertakenby thefirm.ThiswillhelpinmaintainingthequeryoroperationsthatarebeensetwithinanorganisationtomaintainandresolveissuesofthecustomersCUSTOMERJOURNEYMODELPre-Trigger:Thisistheprocesstosetandestablishaproperbrandnameandequitythatdrivesthecustomerstomakepurchases.Trigger:Thisistheprocessoftakingpeeropinionsandcustomerfeedbackthatwillhelpinproper planningoftheoperationsthatarebeen setat theorganisation.Consideration: Atthisstage, thefeedbackandsuggestionsarebeenevaluatedthatwillhelpinpropermeeting oftheimprovementofproductandservicequalityofproductsandservicesthatarebeendeveloped bytheorganisation.Purchase:oncetheproductorserviceisbeen developedaspertherequirementofthecustomerbyG4S,he/shewillinducethebuyingofservicesandthuswillhelpinproperplanning oftheoperationsthatwillhelp inmeetingtheoperational needsoftheorganisationalong withrevenuegeneration.Experience: Thiswill help in improvingtheproductqualityand setting upoftheoperationsthatwillhelpinproperassessmentoftheoperationsand thus willleadtheorganisation tosetproper loyaltytowardstheproductor service.Loyalty:Thiscanbesaidthatagoodprovidenceoftheservicesandotherproductqualitywill help inSetting up ofimprovementinoperationalrequirementsoftheorganisation.1
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