06 January 2006

Touchpoint eXperience Management (TXM)

Relationship is made possible only by a chain of positive touchpoints.

Without touchpoint, relationship hardly exists.

In other words, touchpoint is the DNA of relationships.

But what is a touchpoint?

A touchpoint is interaction between individuals, seen and unseen.

If managing relationship is important, then it's more important to manage touchpoint experience.

A positive touchpoint, or simply put, an enjoyable experience, is always preferred to a bad one.

There are two types of touchpoint: external and internal.

External touchpoint is related to the demand and supply chains, or the market, including both suppliers, customers, and consumers.

Internal is related to human relations within an organization.

It's always believed that happy employees create happy customers.

No comments: