Is your business engaging with customers at every possible touchpoint? As a starting point, we need to understand the opportunities available throughout the customer journey. When a person is displaying awareness, consideration, decision- making, purchasing or has indeed just purchased, these are all potential touchpoints where brands can shape impressions and forge connections.
Digital Customer Service Consultant, Trainer, Author, Speaker. Negli anni '90 partecipa alla startup della prima compagnia assicurativa online in Italia seguendo l'intero ciclo di vita del cliente. Dal 2013 come consulente e formatore aiuta le imprese a sfruttare il servizio clienti digitale come leva di business. Fondatore di CustomerServiceCulture.com, è autore di libri tematici e speaker a convegni in Italia e all'estero. Lecturer all'Università Bicocca di Milano
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