To recognize their customer's individual preferences, Flyaway Airlines began to map each step of customer interaction.This included making a note of individually preferred seating, food, and travel timings.Each of these customer interactions may be referred to as _____.
A)tangible contacts
B)touch points
C)response stimuli
D)response centres

Question

Quizplus · Accepted Answer

These are referred to as touch points.CEM's main focus is exclusively on customer interactions or touch points.Touch points are just another way to describe customer interactions with the brand or company.

To Recognize Their Customer's Individual Preferences, Flyaway Airlines Began to Map