To Use Touchpoints Successfully, the Firm Must ________________

question 6

Multiple Choice

To use touchpoints successfully, the firm must ________________.

• A) Try to identify all possible touchpoints
• B) Develop specific objectives for the kind of information needed at each touchpoint
• C) Figure out what kind of data are needed
• D) Develop policies on how the information will be accessed and used.
• E) All of the above

---

Definitions:

Painful Event

An occurrence that causes significant emotional, physical, or psychological distress to an individual.

Shocking Event

An occurrence that is surprising, unsettling, or disturbing to the public or an individual, often leading to widespread reaction or change.

Ethnocentric Bias

The tendency to view other cultures from the perspective of one's own, often leading to misinterpretation or judgment based on one's own cultural standards.

Hawaiian Language

A Polynesian language that is the indigenous language of the Native Hawaiian people and an official language of the State of Hawaii.