5 Credits
Estimated time to complete this course is 3 hours

The concept of customer touchpoints is a critical component when building a customer experience campaign that gives back. We’re talking about building a base of loyal RAVING FANS! Those customers who are so enamored with you and your business that they go out of their way to spread the news. That’s what you really want…Right?

The problem is that touchpoints are meaningful only if and when you understand them — and how to utilize them to create an unbelievable customer experience.

Understanding your customers’ current situation, and what drives them toward loyalty or defection, is the first step in delivering superior customer experience. Understanding the actual touchpoints, also referred to as those MICRO moments, your customers have with your organization is a basic part of that understanding.

MarketAtomy offers an extended course called Customer Journey Mapping to complement Touchpoint Journey Mapping. It is a 4-part series on building a total customer experience designed to create RAVING FANS!