The company must worry to collect on the experience about the client in the meeting points, these last ones defined like the instances of direct bonding with the product or service or some representation of this. The running term of the client is used, in order to define the series of meeting points that the client undergoes. Next we will present/display some considerations of relevance on the meeting points: * The meeting points are not static, on the contrary it changes in the course of the life of the client. * All the meeting points do not own the same value for the client. * The meeting points that lead to another meeting point are most important. * We must monitor the meeting points constantly, since in each we must diminish the breach between the expectations of the client and their experience. * The flexibility towards the change of the meeting points would determine the possibility of survival of the company, every time these are the difference between satisfaction or dissatisfaction. * The company must draw up a map of the runner of the compatible client to determine if some congestion or block exists that does not allow him to have a pleasant experience.
* If the meeting points with the client properly are designed all the experiences they must be pleasant and efficient. It considers that: The moment of the truth is the precise moment in that the client puts itself in contact with our service and on the base of this contact one forms opinion about the quality of the same. Jan Carlzon. It knows that: When the moments are really not taken care of, the quality of the service moves in direction of the mediocrity. Karl Albrecht Source: original Author and source of the article