I was recently reminded of the core touchpoints for customer experience:
- Product or Service itself
- Branding and Marketing
- Distribution Channel
These can be subdivided into many other areas like customer service etc. When building
products businesses, it’s easy to overlook one or more of these. This is where leadership matters so much. It’s amazingly simple, yet amazingly complex.
Here is a wonderful video of Steve Jobs addressing his internal team before the launch of “Think Different” campaign. This is 2 months into him joining back Apple, when Apple was just a few weeks away from bankruptcy.