Читать книгу Orchestrating Experiences - Chris Risdon - Страница 28

Touchpoints can be slippery. They take the form of the channels that deliver them, but work (or often don’t work) in concert to help create a customer’s experience. The same touchpoint—getting shipping status—can be offered simultaneously in different channels. Or a touchpoint can exist in only one channel. Understanding touchpoints, therefore, can require a couple of different (but helpful) frameworks:

• Touchpoints by moment

• Touchpoints by channel