It's all in the moment: using customer conversations to find your key customer touchpoint
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and read another instalment from the Rapide 'Thought Bubble' series.
Along your customer's journey from cold prospect to repeat buyer, there's one vitally important 'Moment of Truth' - a point of interaction with your brand that, for the customer, may define his entire relationship with you, forever. Your actions at that point can have a huge effect... but how do you know what that moment is, and what to do when it happens? This Thought Bubble sets out a process.
Of course, there are multiple touchpoints on the customer journey. The first time they make contact with you is one; the first time they complete a purchase is another. But assuming Pareto's Principle holds true (and it always does), 80% of what your customers feel about you is driven by 20% of those touchpoints.
