The term “inflection point” has multiple definitions. In differential calculus, an inflection point is a point on a curve at which the concavity changes from positive curvature to negative curvature, or vice versa. In political science, an inflection point is a moment in history that dramatically alters a geopolitical situation, for better or worse. In business, Intel co-founder Andy Grove has described a strategic inflection point as “an event that changes the way we think and act.” Each of these definitions describes a moment at which our fortunes change — and in many cases, we can’t recognize the moment until after it’s passed.
When it comes to customer loyalty, inflection points are no less important. Every customer interaction — from the first encounter with your brand, through the first purchase, each touch point in your loyalty program can make or break a relationship with your brand.
Indeed, this challenge has led customer-facing businesses to reinvest in and refocus on the customer experience.
This report takes you through the customer experience providing insights for improvement and how to identify key opportunities enhance the relationship further.
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