Laser Lessons - Lesson

Understand the concepts and practices underpinning customer service delivery / Understand the relationship between customer service and a brand

Table of Contents

‘Understanding customer journey touchpoints' on the Qualtrics website

Click to read about visualising your customer journeys and the key touchpoints across different marketing channels.

Table of Contents

‘A Glossary of Customer Service Terms ’ from the Institute of Customer Service.
‘To what extent does branding affect consumers’ purchasing decisions? webpage on the Business 2 Community website
'5 worst side effects of bad customer service (and how to avoid them) from the Impact website.
'10 common customer problems and how to resolve them' on the Indeed website
‘Understanding customer journey touchpoints' on the Qualtrics website
‘Small and mighty: Empowered support teams lead to CX success for SMBs’ webpage on the Zendesk website
'Service Profit Chain: How It Works & Why You Should Care’ from Business 2 Community

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