In many instances, additional touch points can be added to a typical customer journey only after a service failure has resulted in a(n) __________ from a customer.
A)telephone call
B)return
C)complaint
D)email

Question

Quizplus · Accepted Answer

Additional touch points are added after a complaint from a customer, indicating that there has been a service failure. This allows the business to improve their service and potentially regain the trust and loyalty of the customer.

In Many Instances, Additional Touch Points Can Be Added to a Typical