Some companies sell products and other sell services. All, go beyond what they sell, are “offering” to their clients attached services. These services apply to all acts of a client journey, from the instant they become a client, till they no longer have the use of what they bought:
- Purchase act
- Customer service
These “client service journeys” are what causes the most points of contact between a company and its clients, and have the greatest but least controlled impact on their satisfaction.