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Online communities: optimising touch points and customer journeys

Every contact with a brand can be a moment of truth. In order to make the customer experience and customer journey as pleasant as possible, it is essential to identify and control touch points reliably. In their article in the magazine Research & Results, our experts Julia Koch and Natali Pohlschneider explain how this can be effectively achieved by means of online communities.

when-customers-go-on-journeys.pdf
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