Customer Interaction Maps: Plotting the Customer’s Journey
InMoment XI
OCTOBER 18, 2010
The brand promise is the expectation that you set about your brand with your customers. Each of your touchpoints reinforces and fulfills the brand’s promise. Creating a customer interaction map forces you to think about the customer lifecycle and to consider or visualize the experience at each touchpoint – and ultimately, it identifies where the brand promise is broken.
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