How do you start a feedback loop?
- Plan (choose an action)
- Execute (perform the action)
- Monitor (observe the reaction)
- Analyse (measure the reaction)


Touch points are interactions between businesses and customers that occur during the customer’s journey. These moments significantly influence customer experience as well as brand perception. A good customer journey is when we include everyone who’s involved in a touch point - customers, the people who influence them and those they influence. In order to start a feedback loop, you will need to add another layer to the journey - who, on our brand’s side, holds responsibility for each step and what constitutes a handoff to the next group. These teams need to provide feedback at each step so everyone along the customer journey understands the bigger impact of their work.