For a Breakthrough Idea, Start by Examining Customer Touch Points
http://blogs.hbr.org/2013/11/for-a-breakthrough-idea-start-by-examining-customer-touch-points/
For a Breakthrough Idea, Start by Examining Customer Touch Points
http://blogs.hbr.org/2013/11/for-a-breakthrough-idea-start-by-examining-customer-touch-points/