Download online THE LEADER'S GUIDE TO RECAPTURING THE TRUST: 50 Years of Declining Trust in American Organizations and What You Can Do about It PDF, azw (Kindle)

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Touch points are owned communication and can be either physical or a human interaction between a brand and the consumer which influence customer decision-making process during pre-purchase, purchase and post-purchase. [37] There are many ways in which a customer may interact with a business. [22] Interactions occur through direct customer service exchanges, a company website, the point of purchase environment and product packaging or performance. [37] These all contribute to consumer perceptions of a particular brand.

Pages: 72

Publisher: iUniverse, Inc. (August 11, 2003)

ISBN: 0595287654

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