About This Blog
My name is Steve Finikiotis and this blog, Touch Points, is about creating effective customer experiences by gaining a better understanding of customers. It’s a compilation of observations 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, helps businesses develop innovative 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 business performance. Creating a rich customer experience engenders loyalty. In turn, loyal customers impact the bottom line because they tend to buy more and refer other customers. Our work is salient to businesses of every kind and in all markets.
Our company’s project teams consist of many disciplines including 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 customer experience. Instead of relying on the prism of the present moment, we tend to think about What’s Next.
Touch Points is my exploration of these areas to broaden and deepen the discourse. I invite your thoughtful participation in a conversation about how focus, imagination, and collaboration around these ideas can convert global challenges into new opportunities. I look forward to hearing your views…
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