Below is a comment I made for a blog written by Sampson Lee at www.customerthink.com. His blog can be viewed at www.customerthink.com/blog/the_paradox_of_happiness.
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Relationship is made up of touchpoints. Positive relationship is then made up of positive touchpoints along the touchpoint chain. One negative touchpoint experience can ruin all previous efforts in building positive relationship, especially in the world of information rich and time poor. People simply show no mercy to even little negative touchpoint experience. It is unrealistic to hope that creating negative now will deliver positive in the future. Fact is, negative now will usually result in zero immediately.
Daryl Choy, the founder of WisdomBoom and Touchpoint eXperience Management, helps firms make a difference at every touchpoint. Choy can be reached at http://wisdomboom.blogspot.com.
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