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Spot on Abid, Take Apple for example , the entire experience of interaction with Apple stores, services makes them superior to their competitors and result in loyal and delighted customers.
Dear Haseeb,
Wherever, the brands interacts with the consumers, the content, delivery and the people involved can affect the perception of the brands in terms of desired, adequate or predicted service. Even a tangible product needs people to deliver it to the consumers through people and has service elements to it. So all customer interactions through sales, service, email, phone or visual in terms of banners, website and likewise are brand's customer touch points.
What do you think ?
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