Touchpoint: a point of contact or interaction, especially between a business and its customers or consumers.
Customer Experience Management Defined ¢ Process to oversee, track, and comprehensively manage a customer’s cross-channel exposure, interaction and transaction with or about a company, brand, product, or service.
Touchpoint: Process to oversee, track, and comprehensively manage a customer’s cross-channel exposure, interaction and transaction with or about a company, brand, product, or service. ¢ All exposure/contact points from the customer’s view – direct and indirect!
TOUCHPOINTS:
PHASES:
CONSUMPTION: special asics stores, special running stores. If you are serious about positioning for just running, they shouldn’t be in every sports store but more on specific running stores. Clearly identify the image we want to show and the target public

AWARENESS: advertisements on sports channels, hosting marathons

CHANNELS:
The touchpoints should be available for consumers in every different aspect, they should approach a 360 angle by advertising via tv and online, and once someone becomes a customer add them to an asics network and send them information via e-mail and a magazine.
By augmenting the advertisement sales will increase and therefore more asics shoes will be on the street and that will also be a touchpoint itself.

DESIGN:
Design is a very important aspect that helps differentiate asics shoes. They should utilize their touchpoints to emphasize on their design differential, and the different models they offer

WEIGHT:
Another key item is weight. This should be a key item in our presentation

BEFORE BUYING:
Ads, other people, store. In store offer to measure shoe size for a personalized shoe and explanation, train employees.

AFTER BUYING:
Discounts to participate in marathons, send emails with offers and sales, customer service,