Summary

A single point of contact for all consumer interaction with a service.

Context

Services often have several touch points, and the organizations that offer them can have further touch points, all of which can create complexity and confusion for a consumer trying to use the service. 

Therefore,

Solution

Like a concierge at a hotel, provide a single point of contact between the service and consumers. The concierge may not provide the service or bear any responsibility for the service. But they are the primary source of communication with consumers and who insulate the consumer from further touch points by doing whatever is necessary to address the consumers' issues. This is the opposite of bureaucratic red tape that pushes the problem back to the consumer.

Example

1. I once called the Norelco corporate office directly to see if they could give me the name of a retailer who sold replacement blades for my electric razor. I didn't expect the phone operator to necessary understand what I was requesting. Not only did she understand, she took my order and shipped me the blades. -- Victor Lombardi