About this episode

The episode discusses the importance of identifying and managing customer touchpoints to improve customer satisfaction.

Each touchpoint creates an opportunity for a customer impression. However, very few owners, or executives, have ever counted the number of touchpoints in an average transaction. With that said, it’s hard to manage customer satisfaction if you can’t identify and measure satisfaction. Impressions are good and bad, and research shows it takes about 10-12 positive impressions to erase one bad impression. Maybe it’s time to start charting, training and managing touchpoints? If not, then buckle up,...

People in this episode

Host: Jeffrey Mason

Topics covered

• customer touchpoints
• customer satisfaction
• business management
• impressions
• transaction analysis

Keywords

• customer touchpoints
• customer satisfaction
• business
• impressions
• transaction

More episodes of SimpleBiz360™ Podcast

• Are your customers receiving your full attention, or partial attention? OMOQ #182 · July 21, 2026 · 1 min
• Do you look customers in the eye when you’re speaking to them? OMOQ #181 · July 17, 2026 · 1 min
• Does your internal terminology match your external customer terminology? OMOQ #180 · July 14, 2026 · 1 min
• What are the hidden business costs of being a perpetual procrastinator? OMOQ #178 · July 7, 2026 · 1 min
• Are you in the habit of touching things once? OMOQ #177 · July 3, 2026 · 1 min
• Are you taking on more than you can handle? OMOQ #176 · June 30, 2026 · 1 min

Explore listener stats, chart rankings, contacts and more on the SimpleBiz360™ Podcast podcast page.