Question
Bain's Management Toolkit can be used to track a customer's experience of a product or service through various stages from awareness to delight. It helps in defining key touchpoints, activities involved, and emotions experienced throughout each step of the journey. It aids in understanding what frustrates or compels your customers, identifying gaps between what you think you do and what the customer goes through, and in reducing complaints and turnover.
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track a customer's experience of a product, service, or feature through the awareness to the delight stages. Use it to define key touchpoints, activities involved, and emotions experienced throughout each step of the journey. Understand what frustrates or compels your customers, identify gaps between what you think you do and what the customer goes through, and reduce complaints and turnover.
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