Approach Matters

What determines the customer experience?

Customer experience is impacted both positively and negatively by their interactions (Touchpoints) with your company at different stages in the business cycle. As a result, while some companies consider customer service as the key Touchpoint, ClientMatters analyzes the interaction throughout the entire business cycle. Attributes and importance of these Touchpoints vary from business to business, but it’s no surprise that many of the relationship problems are rooted in the start-up phase of the relationship.

Why? Expectations are high. Promises are made via the sales presentation and literature, and clients who need your help are enthusiastic about taking positive action.

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