Insights With Trent Munday

We often talk about the importance of Customer Service and the process of identifying Customer Touch Points. The problem with Customer Touch Points is... 1. there are lots of them & 2. you don't always have control of them (like if I get your product or service via a distributor) So instead, identify Customer Care Points - those points where your customer is perhaps facing some uncertainty about the purchase or maybe even when they need some post-purchase guidance and reassurance. If you understand your customer's journey then you will understand those points where they need that little extra bit of care. This is where you can the most impact. Just like my health insurance company did yesterday. Take a look/listen... #customerservice #customercare #customerjourney