Question: Touchpoints are any interaction between the customer and the firm, whether that be person-to- person or through technology (telephone, email, or web sites). Touchpoints aren't

Touchpoints are any interaction between the

Touchpoints are any interaction between the customer and the firm, whether that be person-to- person or through technology (telephone, email, or web sites). "Touchpoints aren't about selling," gripes one customer service manager. "We shouldn't just pump our customers for information." Do you agree or disagree? How would you respond to this customer service manager

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