Friday, October 06, 2006

Touch-points

"Services are delivered through touch points. Each time a person interacts with a touch-point they have a service-encounter, something that gives an experience and adds to the person’s relationship with the service and the service provider."

Going to the doctor involves many touchpoints. Everything from making an appointment: the call, the waiting, the answer- to getting there: information, transport- to arriving: the entrance, the waiting room, the counter- to the consultation: meeting the doctor, receiving prescription, paying- to leaving: the exit, the medication, transport.

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