Here are the touchpoints in the focus, which are a positive customer experience, for lasting customer loyalty and a benevolent recommend Central. Needs of the target group or regional or national characteristics may also play a role. The brand can be another filter. One has to ask: what fits well with the brand – and what not? “So there is the car brand mini after the visit of the workshop a steering wheel saver with following message: I missed you”. Quite clear: It’s to the core of the brand. It provides for emotion – and Word of mouth. Because you simply must tell something. Or take a picture and shows it to his friends in the Internet.
In the first place: A quick-win a so-called quick win’, i.e. a measure that promises a quick success, should be top on the list. That incites to deal further with the process. The to-do plan includes the following points: what is our quick win’, so a quick sense of achievement? Which touchpoints to optimize how to strengthen loyalty and profitability, as well as to induce valuable recommendations? Which touchpoints are new launches to generate competitive lead and positive word of mouth? Which touchpoints are deleted without that are provoked protests and slander or existing customer relationships at risk? What internal resources, how much budget and what timelines are to apply? Actionism is little conducive at all. And there is no patent recipes.
Rather, each company must pursue its own distinctive way. See also: Series: new selling (part 1) series: the customer touch point management (part 2) series: the customer touch point management (part 3) the audiobook Edition titled Anne M. Schuller: the customer is the real boss. 5 x 25 success recipe for a perfect customer management in companies of tomorrow 5 audio CDs with 352 minutes, price: 89 per 133 CHF Publisher: BREUER & WARDIN GmbH, October 2010 more info and order:… Literature on the subject: Anne M. Schuller/Torsten Schwarz (ed.) Guide WOM marketing the new recommendation company. Online & offline new customers win by social media marketing, viral marketing, Association and publisher of buzz: Absolit 2010, 450 pages, bound book price: 39,90 Euro / 51,90 CHF learn more and order here: rw_e13v/main.asp? WebID = schueller3 & PageID = 122 links: profiles/AnneM_Schueller facebook.loyalitaetsmarketing.com facebook.empfehlungsmarketing.cc blog.anneschueller.de twitter.com / anneschueller to the author Anne M. Schuller is a management consultant and is regarded as a leading expert for loyalty marketing. The diploma in business administration and best selling author is one of the ten best speakers in German-speaking countries (conga award 2010). You also works as a business trainer and teaches at several universities. Managementbuch.de ranks among the important management thinkers. She pulse lectures and performs power workshops on the topic of customer touch point management. To their customers belongs to the elite of the economy. Contact: Anne Schuller