Cross-channels, omni-channels and trans-channels, all working in harmony to deliver great services.
“As services become more interconnected across channels and devices – and more importantly across time and space – it’s becoming increasingly important to find ways to gain insight about customers’ interactions with your product or service. Whether it’s an expanding digital product ecosystem, a cross-channel retail experience, or a complex, intangible service experience — how do we design experiences that unfold over time and through changing contexts?”
(Chris Risdon a.k.a. @chrisrisdon ~ From business to buttons 2014 videos)
Touchpoints Bring the Customer Experience to Life
“Taking the time and effort to look at your touchpoints not just as isolated mini-experiences, but as a collective whole, will help you shape them for a better customer experience, and perhaps even point to opportunities to invent new types of touchpoints, as Progressive did. Or, perhaps there are some touchpoints you have been overly reliant on third-parties who are not not upholding their place in the journey.” (Adam Richardson ~ Harcard Business Review