how you can add value and improve the customer experience at each link. Aim to provide what the customers want—where and when they want it—without wasting people’s time or making it difficult for them. Explore how you can prevent errors and problems from occurring. How can you reduce waiting and delays? How can you make it easier and more convenient for people to evaluate, purchase, install, use, update, and uninstall your product? All touch points have to be right to create a truly great customer experience.
