Touchpoint Insights Newsletter

A resource for actionable insights and observations on brand, marketing, and customer experience trends and issues

Touchpoint Insights is our free monthly electronic newsletter dedicated to observing and commenting on the changing role of brand, touchpoints, and customer experience in today’s integrated, customer-centric marketing environment. We explore how companies, marketers, and senior executives can better leverage brand and customer experience and the touchpoints that drive them in order to improve perceptions, shorten sales cycles, boost engagement, and drive greater value.

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This month we’re focusing on how to give the customer—us, the internet-using public—everything we’ve come to expect. How can we better adapt our businesses to intersect with and deliver on customer wants and need?


As you read this month’s Tweets, consider this – actively mapping and improving the employee experience may be one of your fastest paths to driving more engaged customers.


This month’s tweets were an amazing compilation for both beginners and sophisticates of customer experience strategy. Nail this stuff and you’ll be golden for the next year…


Everything I could envision earlier this year has pretty much come to fruition in some form or other, and it may be time for Bruce Kasanoff and I to put our heads together to think about what disruption in 2015 might look like…


Part of what makes being a CX industry expert so interesting is that we’re all customers. We experience first-hand the customer lifecycle journeys we also help our clients deliver, and are forced to navigate between pragmatic and demanding…


With a nod to December and Van Belleghem’s post #9, we dedicate this issue to a purpose-driven culture. Only in this case, it’s a culture of putting the customer first, understanding their expectations, and then at least meeting them, if not exceeding them.