Idea power of employees in large groups use what is really good a marketing strategy, decides in the moments of truth ‘ at the touchpoints of a company. Touch points are springing up around where a (potential) customer comes with the employees, products, services and brands of a provider in touch. This is done in the direct form (seller visit, newsletter, display, website, packaging, exhibition stand, hotline, Bill, complaints etc.) or in the indirect form (opinion portal, user forum, review, blog post, press articles, Word of mouth, tweet, recommendation etc.). At every touch point, it can come to positive and also negative experiences, can strengthen a customer relationship or wear down or strengthen a brand or crumble. Some points of contact are more critical than others.

And it’s often little things that cause finally large scale disasters. Every detail can be tipped the scales. Every single touch point must be considered therefore, how you interact better design with the customers, simplify their lives, and their benefits increase. Or how to touch them emotionally, sweeten their existence, give them time and again surprise and delight. Here it is not only on the knowledge of customer needs, as well as inventiveness and adequate framework conditions, but also on the will ‘ of the employees.

Because must faces ‘, like wind-up dolls work off their prescribed standards, like the customers do not like. Entrepreneurs who want entrepreneurial acting staff involve employees, must introduce them to entrepreneurship. A related site: Clive Holmes mentions similar findings. Touch point optimizations should be developed so essentially by the employees themselves. Their wool ‘ reached you always best, if they voluntarily say they could imagine, to do so and so in the future. Enthusiasm for the cause will be on this path supplied. And more importantly: the planned measures implemented then also engaged. Because they were not of paramount a dictated, but developed in-house. So my baby effect eventually ‘.