Why it is time to focus on the customer service journey, not just the touchpoints
Published on: February 23, 2016
Research shows that 82% of consumers say they’ll switch to a rival if a mistake made at one of these touchpoints* is not addressed. It is easy to see why businesses focus on making every interaction as seamless and high quality as possible.However, a new report by consultants McKinsey points out the downsides of focusing solely on individual touchpoints rather than also...