Touchpoint Mapping by Mounir Ariss and Not All Interactions Qualify as Dialogue - Assignment Example

RUNNING HEAD: “Touchpoint Mapping” by Mounir Ariss and “Not All Interactions Qualify as Dialogue” Article Touch Point Mapping Describe (do notjust list up) the three different dimensions of customer experience suggested by the author. The three different dimensions of customer experience suggested by the author include:1. Physical: Physical experience as suggested by the author includes the location of the store, convenience of parking space, the interiors of the shop and even the way things function inside the store.2. Emotional: This is the important dimension of the customer experience.

It is directly related to the manners and the culture of the employee interacting with the customer. When organizations go through a business process reengineering, it is important to introduce programs like culture change to train employees on how to deal with difficult customers.3. Logical: The logical dimension as suggested by the author incorporates the business processes, the information flows and the technology components within the organization. It is important for the organization and the employees to understand their business processes to foster good relationships with the customer.2) (A) what is a Customer Experience and Interaction Touch map? (B) Which of the three customer experience dimensions is addressed by a Touch map?

A touch map is an illustration that depicts all kinds of interactions that take place between the company and its customers. Its foundation is laid on the basis of various customer segments and is a reflection of the customer’s perspective. It aims at enabling the organization to maximize customer value by catering to customers differently. The touch map addresses the Logical experience dimension.Article 2: Not All Interactions Qualify as Dialogue”6 ways to earn customer trust while interacting with themThe author of the aforementioned article suggested the following ways to earn customer trust while interacting with them thereby paving way for more productive interactions with them:1.

Use a flexible opt-in policy: through this policy the customer is prompted if he wants any communication from the firm or now. The customer should be given the opportunity to decide if he wants the firm to communicate to the extent of how much communication does he want from the firms end.2. Make an explicit bargain: Make a direct deal with the customers like offering them $4 to watch a show without commercials. Do away with spams, unwanted calls and sasses.3. Tread cautiously with targeted Web ads: It is important to be cautious while targeting web ads.

Be aware of customer’s informed consent on this matter if you want behavioral targeting to succeed.4. Make it clear and simple: The privacy policy of the company should be clear, comprehendible and simple. The customer should have easy access to it.5. Create a culture based on customer trust: Cultivate a culture of customer trust within the organization. If the employees know that customer’s privacy is to be protected, it will become second nature to them and they would be very cautious about dealing with customer information.6. Remember: you are responsible for your partner too: Make sure that suppliers, vendors and distributors associated with you also respect your customer’s personal information if you are sharing it with them.