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what is a customer experience touchpoint

What a Customer Journey Touchpoint Is (and Why Customer Experience Leaders Should Care)

Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want ...

Closing the Customer Experience Gap With Mobile

by Robi Ganguly I recently had the opportunity to attend San Diego’s Next Generation Customer Experience conference and present a session on the role of mobile in closing the gap in customer experience. The conference

5 Ways Kimpton Builds Great Customer Experiences

by Adam Toporek As readers of Experience Investigators are aware, micromoments help form an integral part of any customer experience. Micromoments are those little parts of the customer experience, often overlooked by organizations, that can

Tapping Into Real-Time Customer Input

Have you ever struggled with how you can listen better to your customers? What if you have lots of them? What if they love your product enough to be passionate about sharing feedback? It can be

Challenging Your Focus on Customers

I have a challenge for you. In the next few weeks at your organization, see if you can identify some themes. Keep a tally of how many times the product is mentioned compared to the customer, in

The Tinderization of Mobile Customer Expectations

The world is changing, and fast. We’ve come to accept the incredible pace of innovation. But have you thought of how it’s impacting your customer’s expectations? With the widespread acceptance of apps like Uber and

10 Critical Components of Successful Customer Experience Programs – and How to Prove Value

How to Create Measurable Impact and Win Support… No Matter Where You’re Starting

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