Customers are everything. As a consultant, I work with technology firms as an end-user support and customer satisfaction specialist. When a company is losing existing customers or failing to attract new customers, someone like myself helps determine why. Customers, both internal and external, receive information about a company or internal technology department at many contact points. The contact points range from advertising and hearsay through personal experience.
Every contact point affects end-user satisfaction.
The following sections detail normal contact points and their importance. Hearsay Impressions are what potential customers hear and read about your company before taking the initiative to call. First Contact occurs when the client calls or in another manner meets a representative of your firm. The Transaction encompasses the purchase, delivery, and setup of a product. Product Experience marks what happens once the client is alone with the product or the results of a service.