Touch Point Opportunities!

How many “touch points” do you have in your organization where you have an opportunity to make friends and influence a potential or current customer/client/patient? Make a list, then do an audit of how well you are executing those. Use secret customer/client/patients and ask them to report their experiences to you. These are golden opportunities do what’s most important in word of mouth marketing: Create Amazing Relationship Experiences (CARE).

I just joined a health cooperative in Washington State (Group Health). My first visit had seven touch points in one visit. Anyone along the line could have dropped the ball or been less than enthusiastic. But no—every single person gave me a smile, cared, and took the time to give me an Amazing Relationship Experience.


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