Whether customers buy, decides on the touch point of a company the social Web and the rapid victory run of Internet-enabled Smartphones have forever changed the manner how we buy and do business with each other. A wealth of new ‘moments of truth’ occurred in. Moments of truth are those in which the customer experienced, what use are the promise of a company affiliated to make his decision. The question now is: How can companies accompany the ‘customer journey’, so the journey a customer through the company, goal-oriented? How can the growing number of offline and online touchpoints (customer contact points) useful link and use to make money? How can it involve active customers and employees with their ideas and opinions, in order to achieve excellence? And how can they make their customers fans, promoters and dedicated EMP errors to generate permanent revenue increases? The touch point management is the currently probably the best-suited instrument to Our new business and workplace challenges to master. Anne M. Schuller, leading expert in loyalty marketing and customer-focused management has developed in two parts: the customer touch point management, that of ‘social’ and ‘mobile’ appropriately designed customer relations in our times, as well as the staff-touchpoint management, the relationships between supervisors and internal customers newly structured. Both parts together make the applying companies strategically how also operationally fit for our new business world: reducing complexity with simple Board means feasible and without expensive outside help.
Companies who want to reach the future, don’t pass this book. Practical, fast and clearly written, it contains numerous checklists and a wealth of examples and tips. Bibliography Anne M. Schuller of touchpoints rubbing shoulders with the customer of today management strategies for our new business world with a foreword by Prof. Dr. Gunter Dabang Gabal, March 2012, 350 pp., 29,90 Euro, 47.90 CHF ISBN: 978-3-86936-330-1 to the author Anne M. Schuller is a diploma in business administration, ten times book and bestselling author and management consultant. It is regarded as Europe’s leading expert for loyalty marketing and is one of the most sought-after business speakers in the German-speaking world.
For over 20 years she held senior sales and marketing positions in international service providers. Her book customer proximity in the boardroom”was awarded the Swiss economy Book Prize in 2008. Managementbuch.de ranks among the important management thinkers. The elite of the economy among its clientele. More information under: and press contact Anne M. Schuller Anne Schuller marketing consulting Office: 0049 89 6423 208 mobile: 0049 172 8319612