Innovating On The 'customer Journey,' Literally And Figuratively

Michelle Greenwald, Contributor, Forbes
Tue, 05/06/2014 - 8:24am

Customer touchpoint innovations that surprise and delight customers are among the most powerful and effective ways to differentiate brands vs. competitors. Touchpoints that go beyond obvious functional benefits generate more loyalty, buzz, and earned media. Examples in travel, healthcare, retailing, food and beauty services are sited.

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Topics:  customer   
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