"Customer Touchpoints" with Prof. Katie Essing

Business Week

Customers are presented with an abundance of options, both physically in brick-and-mortar spaces and virtually online. How do we compete to stay top-of-mind for clients, in an ever-changing and fast-paced business environment?

The overall experience of the consumer journey is shaped by many touchpoints, from initially learning about a company to conversion to a customer. How can we increase our overall customer lifetime value? Best of all...how do we turn our loyal customers into brand promoters?

In this presentation, we will learn about different touchpoints and view our brand from the eyes of our consumer. We will learn how to harness each interaction, to take advantage of connection opportunities. You will takeaway ideas for using technology and simple customer service techniques to make your brand experience memorable!