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Customer Touch Points

  • Keeping the customer at the center of your business requires attention to customer touch points.

  • You must know your customer in detail and be able to anticipate your customers' needs.

  • Even if you outsource, you must still own the customer touch points.

  • Customers in the New Economy are more informed and sophisticated and expect personalization—of information, products, and services.

  • You (or your partners) must deliver personalized value at each and every touch point.

  • You must fire the customers you can't afford to service.

  • As customers change, you must evolve your systems, processes, and people in order to keep the customer at the center of your business.

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