We are all part of a $1.5 trillion economy, that is one click away from being tempted by the competition. Consumers used to be much more forgiving, often giving 3 strikes before you were out.
Now your customers can leave you with one mistake, one blunt conversation or a slow website response! What is your company’s touchpoint score? Are you aware of where you must put your focus to avoid any and all parts of your customer service delivery falling through that lethal crack?