Overall it comes now, to deal with five groups of touch points and to draw five stages in the process of purchasing in the calculus, where online and offline mix: influencing touch points: phase of the search for information and influence by third parties pre purchase touch points: phase of decision preparation buying touch points: phase of the decision and purchase loyalty touch points: phase of the use and of the repurchase influencing touch points: phase of influence third parties by referring people in many industries played at the end of the human touch’ the decisive role. A leading source for info: Robert Iger . It can happen that a customer of its car brand will remain loyal, but leaves the original dealer because his longtime supervisor in a different car dealership changes. And further, it may happen that the loyalty that the seller has laboriously built up, is destroyed in a few moments by a miserable customer service. Some points of contact are more critical than others. And often it is trivia, which cause major disasters at the end.
An importance therefore every detail. The customer touch point management under customer touch point management in German management of point of customer contact called, refers to the coordination of all entrepreneurial measures in such a way that an outstanding experience is offered to the customers at every interaction point, off without doing the process efficiency to lose the sight. A major goal is the continuous optimizing of the customer experience at each contact point to strengthen the reputation, to strengthen existing customer relationships, and maintain high-quality new business via referrals. States, to save the customer disappointment and to create moments of excitement and happiness on the zero line of satisfaction also. The customer touch point management no longer follows the self-centric old marketing, asks: what do we offer the customer? Rather examines what customers expect, actually what services they received on how, and what their response is.