About This Blog
My name is Steve Finikiotis and my blog, Touch Points, is mostly about creating effective customer experiences by gaining a better understanding of customers. It’s a free-wheeling compilation that’s not intended to be exhaustive or definitive. It’s intended to elicit readers’ ideas, additions and objections.
How do market-leading companies serve their customers today, and what’s on the horizon? This question is at the heart of my work. My company, Osprey Associates, helps businesses develop imaginative ways to improve their service offerings.
Our experience and research demonstrates that delivering a customer experience which meets customer preferences has a significant impact on building customer loyalty. In turn, loyal customers impact the bottom line because they tend to buy more and refer other customers to the company. Our work is salient to airlines, telecommunications, retail, hospitality and financial services sectors.
Our project teams often include strategists, business analysts, usability designers, and organizational experts. All of us have one thing in common—we’re driven by relentless curiosity about how to create more value from the service experience. Instead of relying on the prism of the present moment, I tend to think about What’s Next.
The intent of Touch Points is to explore these areas with you in order to broaden and deepen the discourse. I invite your thoughtful participation in the conversation about how novel insights, tools, and practices can convert global challenges into new opportunities. I look forward to hearing your views.
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