Posted by: gavinstokes | January 5, 2013

Interesting articles on channels and how companies see their interactions with customers and how customers experience it.

It’s more realistic to think of channels as having facets and defining them in more qualitiative terms, such as means of interaction, information, and context.

  • Interaction: What’s the means, or affordance, by which the customer interacts with you? Examples include touch devices, mouse and keyboard, keypad, or voice.
  • Information: What is the nature of the content being provided to or exchanged with the customer?
  • Context: What is the context—from environment to emotion—in which the interaction is happening.


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