What is a customer journey?
Contact points are the situations in which the customer or prospect comes into contact with the brand, before, during or after the purchase of a product or service. They are the points of interaction between the customer and the brand.
The audit will offer a review of the full customer journey :
- physical (on site audit)
- digital (on line audit)
- online purchasing process
- interaction with the company's customer service department.
The results and recommendations of the audit will be documented in a final report