Stupid Touchpoints Are Worse Than No Touchpoints In Customer Service And Customer Experience

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More isn’t always better in customer service and the customer experience. Yet I spend much of my time as a customer experience and customer service consultant reining in clients who don ‘t understand that, in fact, adding new touchpoints to the customer service experience can diminish the experience rather than improve it, if the new touchpoints are added thoughtlessly or are executed in a glitchy or tone deaf manner.

http://www.forbes.com/sites/micahsolomon/2016/06/04/stupid-touchpoints-are-worse-than-no-touchpoints-in-customer-experience-and-customer-service/