Reference no: EM132886038

Question 1: Who - identify the roles and responsibilities of each key employee that comes in contact with the customer at each touch point in the purchase experience.

Question 2: What - determine what needs are being satisfied through this customer interaction, and any training that employees need to satisfy customer needs.

Question 3: When - when do interactions occur, and how much time is spent at each point?

Question 4: Where - identify the physical location and environmental landscape wherein each touchpoint occurs.

Question 5: Why - are customers satisfied or dissatisfied at each point in the process?

Question 6: How - what improvements can you make at each contact point to better facilitate and manage the customer experience?