Touchpoint .

• touchpoint

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Customer experience transformation

1 Customer experience transformation (CxT) is a strategy that uses business

process management to enhance customer service experience from

any customer touchpoint.


Experience design - Commercial context

1 Experience designers are often employed to identify existing

touchpoints and create new ones, and then to score the arrangement of

these touchpoints so that they produce the desired outcome.


Customer data integration - History of customer data integration

1 # consolidating the appropriate records, purging duplicates and linking records from disparate

sources to enable customer or donor recognition at any touchpoint|touch-

point


Personalization - Definition

1 '“…in any format”' – it isn’t restricted to the web. It can be implemented

for any medium or touchpoint, such as emails, apps, instore kiosks, etc.


Customer-driven supply chain

1 It reduces throughout time, touchpoints and decision points


Novel - Writing world history

1 Aldous Huxley's Brave New World (1932) has become a touchpoint for

debate of Western consumerist societies and their use of modern

technologies


Crying - Types of crying in infants

1 T. Berry Brazelton has suggested that overstimulation may be a contributing factor to infant crying and that periods of active crying

might serve the purpose of discharging overstimulation and helping the baby’s nervous

system regain homeostasis.Brazelton, T.B. (1985). Application of cry research to clinical

perspectives. In B.M. Lester and C.F.Z. Boukydis (Eds.), Infant Crying: Theoretical and Research

Perspectives. New York: Plenum Press.Brazelton, T.B. (1992). Touchpoints. New York: Perseus.


CA IT Process Automation Manager - Differences from other RBA tools

1 Unlike other Run Book Automation tools, ITPAM has a fully functional client (known as a Touchpoint).

Whilst Microsoft Opalis also has an agent, its Unix agent is not as

functional as its Windows agents. The other main vendor tools only use their integrations with other tools to implement the defined processes.


CA IT Process Automation Manager - Differences from other RBA tools

1 The custom Operators (objects that make up Processes) can be two types;

Calculations which are executed within the Orchestrator engine, these can be written

in JavaScript. The other type is a TouchPoint script which can also include an

inline script containing process level variables. This allows ITPAM to act as a

central repository for scripts to be executed on remote systems. These scripts can be

written in any scripting language.https://store.theartofservice.com/the-touchpoint-toolkit.html

Brand implementation - Key problem fields

1 * Organisations not considering all touchpoints Brand Journey: Make

sure your clients do not get off too soon, Lili Larratea, 2013

http://www.endpoint.co.uk/brand-journey-make-sure-your-clients-do-

not-get-off-too-early/


Brand engagement - External

1 In general, the ways a brand connects to its consumer is via a range of touchpoints -- that is, a

sequence or list of potential ways the brand makes contact with the

individual. Examples include retail environments, advertising, word of

mouth, online, and the product/service itself.


Mary Tyler Moore - The Mary Tyler Moore Show (1970-1977)

1 The series had become a touchpoint of the Women's Movement because it

was one of the first to show, in a serious way, an independent working

woman.


Resurrection of the dead - Hebrew Bible

1 Yahweh/Israel.25 Yahweh's promise Your dead shall live is accepted with This

passage in Isaiah later became a touchpoint for rabbinical discussion on

the resurrection.Theological Dictionary of Rabbinic Judaism: Part Three p293 Jacob Neusner - 2005 26:20) - the dead buried in the land where I have my desire will live, but the dead of the land in which I

have no desire won't live


Touchpoint

1 A 'Touchpoint' (contact point, customer contact, Moment of Truth, point of contact)

describes the interface of a product (business)|product, Service (economics)|

service or brand with customers/users, non-customers, employees and other

stakeholder (corporate)|stakeholders, before, during and after a transaction. This may be applied in business-to-business as

well as business-to-consumer environments.


Touchpoint - Touchpoint Analysis

1 The benefit of touchpoint analysis is that, while comprehending all relevant Media

(communication)|media and departments, it filters and measures all the relevant

contact points from the target customer’s view. Touchpoint management allows

company|companies to optimise all the interactions with the existing and potential

customers, the internal communications and process management.


Touchpoint - Example: touchpoints of a bank

1 A customer may have numerous touchpoints with a bank, including client service advisors, statements,

promotional events, products, financial expert reports, website,

intranet, IT-systems, research reports, sponsor (commercial)|sponsoring, word of mouth, e-

banking, call centres, etc.


Touchpoint - Which touchpoints are relevant for success?

1 With often over a hundred touchpoints identifiable within larger companies, the key question is: Which of these are relevant for

the company’s success? Analysis and assessment is undertaken on the nature and impact (for example, on brand management)

of specific touchpoints. The touchpoints which are relevant for a company’s success

will vary by multiple factors including industry, Product (business)|product, Service (economics)|service, target segment, etc..


Touchpoint - Which touchpoints are relevant for success?

1 From the overall interface landscape, central touchpoints can be identified,

analysed and assessed. Such analysis enables companies to

evaluate their processes, measures and engagements more holistically: future assets and budgets may be

better aligned and applied to deliver a more sustainability|sustainable contribution to the success of the

company.https://store.theartofservice.com/the-touchpoint-toolkit.html

Touchpoint - Touchpoint Management

1 Normally companies manage their touchpoints in different areas such as

marketing, Distribution (business)|distribution, communication, Service (economics)|service, public relations,

investor relations or human resources


Touchpoint - General

1 * Spengler, C., Wirth, W. (2009): 360° Touchpoint analysis: Maximising the

impact of marketing and sales activities. Content published in: io

new management (Ed. ETH Zurich/Axel Springer Switzerland), nr.

3/2009, online: http://www.accelerom.com/en/wp-content/uploads/2012/10/2009_io-new-management_Maximising-the-

impact-of-marketing-and-sales-activities.pdf


Touchpoint - General

1 * Mueller, J., Spengler, C. (2008): Welcher Marken-Touchpoint zählt? In:

Kaul, H., Steinmann, C. (Ed.): Community Marketing. Schaeffer-Poeschel, 2008. ISBN 978-3-7910-

2757-9.


Touchpoint - Customer Touchpoint

1 * Christoph Spengler, Werner Wirth, Renzo Sigrist: 360-Degree-Touchpoint-

Management - How important is twitter for our brand? Content published in: Marketing

Review St. Gallen (Hrsg. Universität St. Gallen/Gabler Verlag, Springer Fachmedien),

nr. 2/2010, online: http://www.accelerom.com/en/wp-content/u

ploads/2012/10/2010_Marketing-Review_360-degree-Touchpoint-

Management.pdfhttps://store.theartofservice.com/the-touchpoint-toolkit.html

Touchpoint - Customer Touchpoint

1 * Choy, Daryl (2008): What Exactly is Touchpoint? In:

http://www.customerthink.com/blog/what_exactly_touchpoint


Dynamic pricing

1 Retailers, and online retailers in particular, adjust the price of their products according to competitors, time, traffic, conversion rates,

and sales goals.Arie Shpanya (2013) [http://www.retailtouchpoints.com/executive-

viewpoints/2545-5-trends-to-anticipate-in-dynamic-pricing 5 Trends To Anticipate In

Dynamic Pricing]. Retail Touch Points. Retrieved April 1, 2014. The aim of dynamic

pricing is to increase revenue and profit. There are three basic ways to do this.


Compass Group - Reorganization

1 In 2011 Morrison Management Specialist was re-organised into three

sectors (Morrison Healthcare, Morrison Senior Living, Touchpoint

Support Services). Then in 2013 the Czech branch of Eurest was listed as

10 of the “100 Best Czech Companies” in 2013. The company also acquired Integrated Cleaning

Management in 2013.https://store.theartofservice.com/the-touchpoint-toolkit.html

Institute of Practitioners in Advertising

1 and TouchPoints, a consumer centric media survey


Zebra Technologies - History

1 *'2012': StepOne Systems acquisition: mobility software for

retail. Cash purchase price of $1.5 million.[http://www.retailtouchpoints.

com/news-brief/2215-zebra-technologies-acquires-stepone-

systems Retail Touch Points]


The Gossamer Project - Online Discussions about Gossamer

1 In recent years, the Gossamer Project has become a touchpoint for

nostalgic discussions among fans about the way things were before the emergence of Fanfiction.net and the ongoing decentralization of single fandoms amongst many sites and

forums


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